Due to the complexity of the customer loyalty, we tried to provide a conceptual model to explain it in an Internet service provider company with system dynamics approach. To do so, the customer’s loyalty for statistical population was analyzed according to Sterman’s modeling methodology. First of all the reference modes (historical behavior of customer loyalty) was evaluated. Then dynamic hypotheses was developed by utilizing causal - loop diagrams and stock-flow maps, based on theoretical literature. In third stage, initial conditions of variables, parameters, and mathematical functions between them were estimated. The model was tested, finally advertising, quality of services improvement and continuing the current situation scenarios were evaluated. Results showed improving the quality of service scenario is more effectiveness in compare to others
askarnia, M. , adelzadeh, F. , aali, S. and Bafandeh Zendeh, A. (2016). Modeling Customer Loyalty by System Dynamics Methodology (Case Study: Internet Service Provider Company). New Marketing Research Journal, 5(4), 185-204.
MLA
askarnia, M. , , adelzadeh, F. , , aali, S. , and Bafandeh Zendeh, A. . "Modeling Customer Loyalty by System Dynamics Methodology (Case Study: Internet Service Provider Company)", New Marketing Research Journal, 5, 4, 2016, 185-204.
HARVARD
askarnia, M., adelzadeh, F., aali, S., Bafandeh Zendeh, A. (2016). 'Modeling Customer Loyalty by System Dynamics Methodology (Case Study: Internet Service Provider Company)', New Marketing Research Journal, 5(4), pp. 185-204.
CHICAGO
M. askarnia , F. adelzadeh , S. aali and A. Bafandeh Zendeh, "Modeling Customer Loyalty by System Dynamics Methodology (Case Study: Internet Service Provider Company)," New Marketing Research Journal, 5 4 (2016): 185-204,
VANCOUVER
askarnia, M., adelzadeh, F., aali, S., Bafandeh Zendeh, A. Modeling Customer Loyalty by System Dynamics Methodology (Case Study: Internet Service Provider Company). New Marketing Research Journal, 2016; 5(4): 185-204.
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