Impact of Brand Loyalty & Customer Retention of HSBC Credit Cards Holders.

Abstract

Brand loyalty and customer satisfaction is a broad concept which has a higher weight when it comes to surviving in the current turbulent environment. Organizations use different tactics to differentiate them with their rivals and also to sustain in the long run. This study will give an overall view of mechanics organizations follow to get advantage of each other. This study will analyse the brand loyalty factor and the customer retention and its key role when it comes to organizations performance and long term sustainability. In the end of this study we expect to find out the difference between the rivals in terms of customer satisfaction. How they differentiate them and make them unique when comparing with competitors, which make customers to stick with one organization without leaving them or in other words, the invisible power which attracts the consumer.