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 (SMRJ), 2 (2). pp. 121-133. ISSN 1675-7017

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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:
Creators
Email
Musa, Rosidah
UNSPECIFIED
Samad, Sarminah
sarminasamad@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:
Journal or Publication Title: Social and Management Research Journal (SMRJ)
UiTM Journal Collections: UiTM Journal > Social and Management Research Journal (SMRJ)
ISSN: 1675-7017
Volume: 2
Number: 2
Page Range: pp. 121-133
Official URL: https://smrj.uitm.edu.my/
Item ID: 12964
Uncontrolled Keywords: Customer loyalty, customer satisfaction, intentional behaviour.
URI: https://ir.uitm.edu.my/id/eprint/12964

ID Number

12964

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