Gaining customer loyalty through online services / Azrain Makbul

Large number of authors recognized that customer loyalty as one of the key topic in internet that deserve a great deal of attention, one of the most exciting and successful uses of this revolutionary technology may be the internet as important role in building customer loyalty and maximizing sales to existing customer (Griffin, 1996). But lack of alternatives of the way the services or product delivered through online may result dissatisfaction. Good service providers increase the loyalty which contributes to profit, customer visit a website more frequently than newly acquired customer and can served at a reduced operating cost.