Customer Loyalty Model in Emerging Organizations Based on Artificial Neural Networks (Case ‎Study: Emerging Private Banks‎

Given the special importance of customers in emerging organizations, this paper presents a customer loyalty model based on 8 factors influencing: customer loyalty including: trust, quality of service, transfer cost, reputation, commitment, perceived value, and satisfaction in 8 emerging private banks in Tehran. The data collection tool of this quantitative and survey strategy study was a questionnaire distributed among the statistical population of 340 members who were selected by random sampling. Statistical analysis was performed by the regression method and then the ANN model. The results of the regression model showed that the highest influence was for loyalty, trust, quality of service, and empathy on customer perceived value factors. And the most effect on customer satisfaction was for trust, quality of service, empathy, and commitment modes. Customer perceived value and satisfaction were directly related to customer loyalty. The results obtained from the artificial neural network model indicate that it has fewer errors than the regression model.