Customer attrition has severe effects on profitability and organizations incur high costs acquiring new
customers while existing ones generates more profits. However, when an organization reduces
customer quitting by 5%, it raises profits by 2-8% (Khan & Rizwan, 2014). Previous studies gave much
attention to factors of customer loyalty such as product quality and customer satisfaction but none have
qualitatively explored the factors relative to automobile dealerships businesses in New York City. The
aim with this study was to fill the research gap. Based on Theory of Reasoned Action, the purpose of
this qualitative multiple-case study was to explore some factors that influence customer loyalty towards
automobile dealerships after initial purchases. Data were collected from 50 participants who have
purchased, leased, or serviced automobiles from same dealership for over 60 months. Data analysis
involved thematic and content analysis. The 3 emergent themes in final report related to Customer
Satisfaction, Product Quality and Service Quality influences on consumers loyalty towards dealerships.
Findings could result in retention programs and strategies for automobile business managers to inhibit
attrition rate while alleviating the damaging effects to sales and profitability. This study is beneficial to
automobile business managers, policy makers, and academics.
DR NANA, A (2019). Exploring Factors That Influence Consumer Loyalty to Automobile Dealerships in New York. Afribary.com: Retrieved October 16, 2019, from https://afribary.com/works/exploring-factors-that-influence-consumer-loyalty-to-automobile-dealerships-in-new-york
AKAEZE, DR NANA. "Exploring Factors That Influence Consumer Loyalty to Automobile Dealerships in New York" Afribary.com. Afribary.com, 04 Apr. 2019, https://afribary.com/works/exploring-factors-that-influence-consumer-loyalty-to-automobile-dealerships-in-new-york . Accessed 16 Oct. 2019.
AKAEZE, DR NANA. "Exploring Factors That Influence Consumer Loyalty to Automobile Dealerships in New York". Afribary.com, Afribary.com, 04 Apr. 2019. Web. 16 Oct. 2019. < https://afribary.com/works/exploring-factors-that-influence-consumer-loyalty-to-automobile-dealerships-in-new-york >.
AKAEZE, DR NANA. "Exploring Factors That Influence Consumer Loyalty to Automobile Dealerships in New York" Afribary.com (2019). Accessed October 16, 2019. https://afribary.com/works/exploring-factors-that-influence-consumer-loyalty-to-automobile-dealerships-in-new-york