Do satisfied customers loyal? : Unravelling the role of trust in the ‘High Touch’ purchasing context / Rosidah Musa
Theoretically, satisfaction should be positively linked to customer loyalty but it is difficult to observe 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 frame...
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| Format: | Article |
| Language: | English |
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Universiti Teknologi MARA Cawangan Pahang
2006
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| Online Access: | https://ir.uitm.edu.my/id/eprint/30800/1/30800.pdf |
| _version_ | 1825737254573703168 |
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| author | Musa, Rosidah |
| author_facet | Musa, Rosidah |
| author_sort | Musa, Rosidah |
| collection | UITM |
| description | Theoretically, satisfaction should be positively linked to customer loyalty but it is difficult to observe 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 between satisfaction – attitudinal loyalty, satisfaction – behavioural loyalty and attitudinal loyalty – behavioural loyalty paths. What is more, the researcher also endeavours to explore the role of trust in the satisfaction – attitudinal loyalty – behavioural loyalty link, thus distinctively differentiated 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 was 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 | 2024-03-06T02:15:15Z |
| format | Article |
| id | oai:ir.uitm.edu.my:30800 |
| institution | Universiti Teknologi MARA |
| language | English |
| last_indexed | 2024-03-06T02:15:15Z |
| publishDate | 2006 |
| publisher | Universiti Teknologi MARA Cawangan Pahang |
| record_format | dspace |
| spelling | oai:ir.uitm.edu.my:308002020-09-23T06:12:21Z https://ir.uitm.edu.my/id/eprint/30800/ Do satisfied customers loyal? : Unravelling the role of trust in the ‘High Touch’ purchasing context / Rosidah Musa gadingss Musa, Rosidah Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations Business communication. Including business report writing, business correspondence Theoretically, satisfaction should be positively linked to customer loyalty but it is difficult to observe 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 between satisfaction – attitudinal loyalty, satisfaction – behavioural loyalty and attitudinal loyalty – behavioural loyalty paths. What is more, the researcher also endeavours to explore the role of trust in the satisfaction – attitudinal loyalty – behavioural loyalty link, thus distinctively differentiated 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 was 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. Universiti Teknologi MARA Cawangan Pahang 2006-06 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/30800/1/30800.pdf Do satisfied customers loyal? : Unravelling the role of trust in the ‘High Touch’ purchasing context / Rosidah Musa. (2006) Gading Journal for the Social Sciences <https://ir.uitm.edu.my/view/publication/Gading_Journal_for_the_Social_Sciences/>, 10 (1). pp. 1-15. ISSN 2600-7568 |
| spellingShingle | Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations Business communication. Including business report writing, business correspondence Musa, Rosidah Do satisfied customers loyal? : Unravelling the role of trust in the ‘High Touch’ purchasing context / Rosidah Musa |
| title | Do satisfied customers loyal? : Unravelling the role of trust in the ‘High Touch’ purchasing context / Rosidah Musa |
| title_full | Do satisfied customers loyal? : Unravelling the role of trust in the ‘High Touch’ purchasing context / Rosidah Musa |
| title_fullStr | Do satisfied customers loyal? : Unravelling the role of trust in the ‘High Touch’ purchasing context / Rosidah Musa |
| title_full_unstemmed | Do satisfied customers loyal? : Unravelling the role of trust in the ‘High Touch’ purchasing context / Rosidah Musa |
| title_short | Do satisfied customers loyal? : Unravelling the role of trust in the ‘High Touch’ purchasing context / Rosidah Musa |
| title_sort | do satisfied customers loyal unravelling the role of trust in the high touch purchasing context rosidah musa |
| topic | Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations Business communication. Including business report writing, business correspondence |
| url | https://ir.uitm.edu.my/id/eprint/30800/1/30800.pdf |
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