{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,5,2]],"date-time":"2026-05-02T07:05:35Z","timestamp":1777705535282,"version":"3.51.4"},"reference-count":38,"publisher":"SAGE Publications","issue":"2","license":[{"start":{"date-parts":[[2021,2,17]],"date-time":"2021-02-17T00:00:00Z","timestamp":1613520000000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/journals.sagepub.com\/page\/policies\/text-and-data-mining-license"}],"content-domain":{"domain":["journals.sagepub.com"],"crossmark-restriction":true},"short-container-title":["Journal of Intelligent &amp; Fuzzy Systems: Applications in Engineering and Technology"],"published-print":{"date-parts":[[2022,1,25]]},"abstract":"<jats:p>The purpose of this study was to examine the relationship of relationship benefit and commitment in developing customer loyalty first and then to develop the intelligent model to predict the customer loyalty. Survey methodology was used to gather data from three different service sectors based on the classification by Bowen. A sample of 600 customers and responses were collected randomly from the front desk of services. Regression analysis by Using SPSS 20 was applied to analyze the data collected. The findings of the study revealed that relationship benefit and commitment had direct positive influence on customer loyalty. Furthermore the commitment of customer towards an organization is instrumental in developing loyalty. After performing the advance data analytics, ANN model was developed to predict the loyalty, which can be utilized to prepare the further directions and road map for service industry. Obtained results reveals that proposed machine intelligence approach is very useful for service industry for short-term as well long-term future planning.<\/jats:p>","DOI":"10.3233\/jifs-189742","type":"journal-article","created":{"date-parts":[[2021,2,19]],"date-time":"2021-02-19T12:11:48Z","timestamp":1613736708000},"page":"699-712","update-policy":"https:\/\/doi.org\/10.1177\/sage-journals-update-policy","source":"Crossref","is-referenced-by-count":10,"title":["Analyzing impact of relationship benefit and commitment on developing loyalty using machine intelligence approach"],"prefix":"10.1177","volume":"42","author":[{"given":"Asif","family":"Sanaullah","sequence":"first","affiliation":[{"name":"Universiti Sultan Zainal Abidin (UniSZA)","place":["Malaysia"]},{"name":"Karakoram International University, Gilgit Pakistan"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Nuzhat","family":"Fatema","sequence":"additional","affiliation":[{"name":"Universiti Sultan Zainal Abidin (UniSZA)","place":["Malaysia"]},{"name":"Intelligent Prognostic Private Limited, India"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Muhammad","family":"Ather","sequence":"additional","affiliation":[{"name":"Universiti Sultan Zainal Abidin (UniSZA)","place":["Malaysia"]},{"name":"Karakoram International University, Gilgit Pakistan"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Arif","family":"Sanaullah","sequence":"additional","affiliation":[{"name":"Muhammad Ali Jinnah University Karachi","place":["Pakistan"]}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"H.","family":"Malik","sequence":"additional","affiliation":[{"name":"BEARS, University town, NUS Campus, Singapore"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"179","published-online":{"date-parts":[[2021,2,17]]},"reference":[{"key":"e_1_3_2_2_2","doi-asserted-by":"publisher","DOI":"10.1111\/j.2044-8325.1990.tb00506.x"},{"key":"e_1_3_2_3_2","doi-asserted-by":"publisher","DOI":"10.1016\/S0022-4359(96)90028-7"},{"key":"e_1_3_2_4_2","doi-asserted-by":"publisher","DOI":"10.1016\/S0022-4359(97)90013-0"},{"key":"e_1_3_2_5_2","doi-asserted-by":"publisher","DOI":"10.1016\/S0022-4359(97)90013-0"},{"key":"e_1_3_2_6_2","doi-asserted-by":"publisher","DOI":"10.1177\/009207039502300403"},{"key":"e_1_3_2_7_2","doi-asserted-by":"publisher","DOI":"10.1177\/0092070304268417"},{"key":"e_1_3_2_8_2","doi-asserted-by":"crossref","unstructured":"\u00c7aterB. and ZabkarV. Antecedents and consequences of commitment in marketing research services: The client\u2019s perspective (2009).","DOI":"10.1016\/j.indmarman.2007.10.004"},{"key":"e_1_3_2_9_2","doi-asserted-by":"publisher","DOI":"10.1007\/BF02310555"},{"key":"e_1_3_2_10_2","doi-asserted-by":"publisher","DOI":"10.1016\/0148-2963(90)90038-F"},{"key":"e_1_3_2_11_2","doi-asserted-by":"publisher","DOI":"10.1108\/03090561011062952"},{"key":"e_1_3_2_12_2","doi-asserted-by":"publisher","DOI":"10.1108\/08876041111143104"},{"key":"e_1_3_2_13_2","doi-asserted-by":"publisher","DOI":"10.1108\/02652321111152918"},{"key":"e_1_3_2_14_2","doi-asserted-by":"publisher","DOI":"10.1177\/1094670503005004005"},{"key":"e_1_3_2_15_2","first-page":"55","article-title":"The Difference Roles of Satisfaction, Trust and Commitment in Customer Relationships","volume":"2","author":"Garbarino E.","year":"1999","unstructured":"GarbarinoE. and JohnsonM.S., The Difference Roles of Satisfaction, Trust and Commitment in Customer Relationships, Journal of Marketing 2 (1999), 55\u201359.","journal-title":"Journal of Marketing"},{"key":"e_1_3_2_16_2","doi-asserted-by":"crossref","unstructured":"GoodwinC. and GremlerD. Friendship over the counter: how social aspects of service encounters influence consumer service loyalty 20(2) (1996) 36\u201344.","DOI":"10.1016\/S1067-5671(96)05046-9"},{"key":"e_1_3_2_17_2","doi-asserted-by":"publisher","DOI":"10.1509\/jmkg.64.3.34.18030"},{"key":"e_1_3_2_18_2","doi-asserted-by":"publisher","DOI":"10.1177\/0092070398262002"},{"key":"e_1_3_2_19_2","doi-asserted-by":"publisher","DOI":"10.1177\/109467050141006"},{"key":"e_1_3_2_20_2","doi-asserted-by":"publisher","DOI":"10.1002\/(SICI)1520-6793(199712)14:8<737::AID-MAR2>3.0.CO;2-F"},{"key":"e_1_3_2_21_2","doi-asserted-by":"publisher","DOI":"10.1177\/1094670502004003006"},{"key":"e_1_3_2_22_2","doi-asserted-by":"crossref","unstructured":"HeringtonC. JohnsonL. and ScottD. Firm\u2013employee relationship strength\u2014A conceptual model Journal of Business Research (2009) 1096\u20131107.","DOI":"10.1016\/j.jbusres.2008.06.019"},{"key":"e_1_3_2_23_2","unstructured":"HoggM.A. and VaughanG.M. Social Psychology 3rd Edition Prentice Hall London (2002)."},{"key":"e_1_3_2_24_2","doi-asserted-by":"publisher","DOI":"10.1177\/1096348008329874"},{"key":"e_1_3_2_25_2","unstructured":"KumarN. HibbardJ.D. and SternL.W. The nature and consequences of marketing channel intermediary commitment Working paper 94\u2013115 (1994) Marketing Science Institute."},{"key":"e_1_3_2_26_2","doi-asserted-by":"publisher","DOI":"10.1080\/15256480801910517"},{"key":"e_1_3_2_27_2","unstructured":"McKenna \u2018Marketing is everything\u2019 Harvard Business Review Jan pp. 65\u201384 (1991)."},{"key":"e_1_3_2_28_2","doi-asserted-by":"publisher","DOI":"10.1006\/jvbe.2001.1842"},{"key":"e_1_3_2_29_2","doi-asserted-by":"publisher","DOI":"10.1108\/09564230110387470"},{"key":"e_1_3_2_30_2","doi-asserted-by":"publisher","DOI":"10.1108\/EUM0000000006098"},{"key":"e_1_3_2_31_2","doi-asserted-by":"publisher","DOI":"10.1177\/009207039502300407"},{"key":"e_1_3_2_32_2","doi-asserted-by":"publisher","DOI":"10.1177\/002224299906300405"},{"key":"e_1_3_2_33_2","first-page":"64","article-title":"Loyalty-Based Management","volume":"2","author":"Reichheld F.F.","year":"1993","unstructured":"ReichheldF.F., Loyalty-Based Management, Harvard Business Review 2 (1993), 64\u201373.","journal-title":"Harvard Business Review"},{"key":"e_1_3_2_34_2","first-page":"105","article-title":"Zero Defections: Quality Comes to Services","volume":"68","author":"Reichheld F.F.","year":"1990","unstructured":"ReichheldF.F. and SasserE., Zero Defections: Quality Comes to Services, Harvard Business Review 68 (1990), 105\u2013111.","journal-title":"Harvard Business Review"},{"key":"e_1_3_2_35_2","doi-asserted-by":"publisher","DOI":"10.1016\/S0022-4359(99)80002-5"},{"key":"e_1_3_2_36_2","doi-asserted-by":"publisher","DOI":"10.1007\/BF02249575"},{"key":"e_1_3_2_37_2","doi-asserted-by":"publisher","DOI":"10.2478\/v10238-012-0044-5"},{"key":"e_1_3_2_38_2","doi-asserted-by":"publisher","DOI":"10.1509\/jmkg.67.4.30.18685"},{"key":"e_1_3_2_39_2","doi-asserted-by":"publisher","DOI":"10.1177\/002224299606000203"}],"container-title":["Journal of Intelligent &amp; Fuzzy Systems: Applications in Engineering and Technology"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/journals.sagepub.com\/doi\/pdf\/10.3233\/JIFS-189742","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/journals.sagepub.com\/doi\/full-xml\/10.3233\/JIFS-189742","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/journals.sagepub.com\/doi\/pdf\/10.3233\/JIFS-189742","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2026,4,29]],"date-time":"2026-04-29T09:44:09Z","timestamp":1777455849000},"score":1,"resource":{"primary":{"URL":"https:\/\/journals.sagepub.com\/doi\/10.3233\/JIFS-189742"}},"subtitle":[],"editor":[{"given":"Hasmat","family":"Malik","sequence":"additional","affiliation":[],"role":[{"role":"editor","vocabulary":"crossref"}]},{"given":"Gopal","family":"Chaudhary","sequence":"additional","affiliation":[],"role":[{"role":"editor","vocabulary":"crossref"}]},{"given":"Smriti","family":"Srivastava","sequence":"additional","affiliation":[],"role":[{"role":"editor","vocabulary":"crossref"}]}],"short-title":[],"issued":{"date-parts":[[2021,2,17]]},"references-count":38,"journal-issue":{"issue":"2","published-print":{"date-parts":[[2022,1,25]]}},"alternative-id":["10.3233\/JIFS-189742"],"URL":"https:\/\/doi.org\/10.3233\/jifs-189742","relation":{},"ISSN":["1064-1246","1875-8967"],"issn-type":[{"value":"1064-1246","type":"print"},{"value":"1875-8967","type":"electronic"}],"subject":[],"published":{"date-parts":[[2021,2,17]]}}}