Exploring the role of trust in the satisfaction - loyalty link: empirical evidence from a follow-up study / Rosidah Musa and Sarminah Samad
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...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Institute of Research, Development and Commercialization (IRDC)
2005
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| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/12964/1/12964.pdf |
| _version_ | 1825734082519105536 |
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| author | Musa, Rosidah Samad, Sarminah |
| author_facet | Musa, Rosidah Samad, Sarminah |
| author_sort | Musa, Rosidah |
| collection | UITM |
| description | 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. |
| first_indexed | 2024-03-06T01:26:29Z |
| format | Article |
| id | oai:ir.uitm.edu.my:12964 |
| institution | Universiti Teknologi MARA |
| language | English |
| last_indexed | 2024-03-06T01:26:29Z |
| publishDate | 2005 |
| publisher | Institute of Research, Development and Commercialization (IRDC) |
| record_format | dspace |
| spelling | oai:ir.uitm.edu.my:129642022-06-14T05:39:14Z https://ir.uitm.edu.my/id/eprint/12964/ Exploring the role of trust in the satisfaction - loyalty link: empirical evidence from a follow-up study / Rosidah Musa and Sarminah Samad smrj Musa, Rosidah Samad, Sarminah Affection. Feeling. Emotion Marketing Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling 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. Institute of Research, Development and Commercialization (IRDC) 2005-12 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/12964/1/12964.pdf Exploring the role of trust in the satisfaction - loyalty link: empirical evidence from a follow-up study / Rosidah Musa and Sarminah Samad. (2005) Social and Management Research Journal (SMRJ) <https://ir.uitm.edu.my/view/publication/Social_and_Management_Research_Journal_=28SMRJ=29/>, 2 (2). pp. 121-133. ISSN 1675-7017 https://smrj.uitm.edu.my/ |
| spellingShingle | Affection. Feeling. Emotion Marketing Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Musa, Rosidah Samad, Sarminah Exploring the role of trust in the satisfaction - loyalty link: empirical evidence from a follow-up study / Rosidah Musa and Sarminah Samad |
| title | Exploring the role of trust in the satisfaction - loyalty link: empirical evidence from a follow-up study / Rosidah Musa and Sarminah Samad |
| title_full | Exploring the role of trust in the satisfaction - loyalty link: empirical evidence from a follow-up study / Rosidah Musa and Sarminah Samad |
| title_fullStr | Exploring the role of trust in the satisfaction - loyalty link: empirical evidence from a follow-up study / Rosidah Musa and Sarminah Samad |
| title_full_unstemmed | Exploring the role of trust in the satisfaction - loyalty link: empirical evidence from a follow-up study / Rosidah Musa and Sarminah Samad |
| title_short | Exploring the role of trust in the satisfaction - loyalty link: empirical evidence from a follow-up study / Rosidah Musa and Sarminah Samad |
| title_sort | exploring the role of trust in the satisfaction loyalty link empirical evidence from a follow up study rosidah musa and sarminah samad |
| topic | Affection. Feeling. Emotion Marketing Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling |
| url | https://ir.uitm.edu.my/id/eprint/12964/1/12964.pdf |
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