Exploring the role of trust in the satisfaction - loyalty link : empirical evidence from a follow-up study / Rosidah Musa and Sarminah Samad

Musa, Rosidah and Samad, Sarminah (2005) Exploring the role of trust in the satisfaction - loyalty link : empirical evidence from a follow-up study / Rosidah Musa and Sarminah Samad. Social and Management Research Journal, 2 (2). pp. 121-133. ISSN 1675-7017

Abstract

Theoretically, satisfaction should be positively linked to customer loyalty but it is difficult to observe it because most customer satisfaction surveys rely on intentional behaviour data rather than actual behaviour. In response to this issue, a follow-up study was set to validate an integrative framework which include overall satisfaction, trust and simultaneously incorporates not only attitudinal loyalty but behavioural loyalty construct. Specifically, this study aims to examine the hypothesised linear relationship among satisfaction - attitudinal loyalty, satisfaction - behavioural loyalty, and attitudinal loyalty - behavioural loyalty paths. What is more, the researchers also endeavour to explore the role of trust in the satisfaction - attitudinal loyalty - behavioural loyalty link; thus distinctively differentiating it from the existing model. To test the hypothesised links among the constructs in the framework, Structural Equation Modelling (AMOS programme) and subsequently the moderating effect of trust in the satisfaction - attitudinal loyalty - behavioural loyalty chain are determined by two-way ANOVA. The findings are important to the development of marketing theory and evidence of the plausibility of the present model suggests the need for further investigation and validation in other research contexts and across other countries.

Metadata

Item Type: Article
Creators:
CreatorsID Num. / Email
Musa, RosidahUNSPECIFIED
Samad, Sarminahsarminasamad@gmail.com
Subjects: B Philosophy. Psychology. Religion > BF Psychology > Affection. Feeling. Emotion
H Social Sciences > HF Commerce > Marketing
H Social Sciences > HF Commerce > Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Divisions: ?? sa_irdc ??
Journal or Publication Title: Social and Management Research Journal
Journal: UiTM Journal > Social and Management Research Journal
ISSN: 1675-7017
Volume: 2
Number: 2
Page Range: pp. 121-133
Item ID: 12964
Uncontrolled Keywords: Customer loyalty, customer satisfaction, intentional behaviour.
URI: http://ir.uitm.edu.my/id/eprint/12964

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