Customer satisfaction and loyalty in a digital environment: an empirical test

Abstract

Purpose -The purpose of this paper is to explore the links between customer loyalty attitude, customer loyalty behaviours (measured by customer purchase behaviours) and profitability. The aim is to define a conceptual framework within which to analyse the relationships between attitudes, behaviour, and profitability of the customers. Design/methodology/approach -Reference was made to earlier studies which argued that loyal customers constitute competitive asset of business organizations. Several authors noted that customers generally vary in terms of loyalty behaviours and attitudes and highlighted that differences about customers' loyalty levels affect a firm's profitability results. Customer loyalty, its antecedents and outcomes, and the links between customer satisfaction, customer loyalty and profitability have been analyzed at a customer level. Findings -The results showed support for all but one of the five hypotheses, the exception being H2. Originality/value -The results of the study provide evidence that a Loyalty Index can give managers an adequate support for market segmentation. This means that actual market segment strategies, based on geographical, demographical and/or psychographic variables, should take into account also loyalty measurement models.

E-Loyalty: Its Antecedents, Implications and Differences between Developed and Developing Countries

“…Kim, et al, 2008). Trust has also been found to positively affect consumers' purchase intentions towards a specific web site store (Chang & Chen, 2008;Donio', Massari, & Passiante, 2006). Further investigation supported the view that e-loyalty was significantly and positively influenced by e-trust (Floh & Treiblmaier, 2006;Horppu, et al, 2008;Jin, et al, 2008).…”

“…Others found that both trust and commitment were positively and significantly associated with purchase behaviour (Donio', et al, 2006;Park & Kim, 2003).…”

Mediating Service Recovery Satisfaction in the Relationship between Internet Service Recovery and Customer Loyalty

“…It is also defined as positive influence on the desire to keep the relationship with service firm alive and well (Komunda & Osarenkhoe, 2012). Thus, the attitudinal loyalty is an indication of the behavioral side of customer loyalty (Donio, Massari, and Passiante, 2006), and it helps in reducing the switching behavior (Caceres & Paparoidamis, 2007).…”

Electronic Customer Relationship Management Performance: Its Impact on Loyalty from Customers’ Perspectives

“…Studies found several positive outcomes of e-CRM performance such as customer satisfaction [14,17], purchase intentions [14,29], customer retention [13], knowledge management [8], profitability [15], relationship development [25], organizational commitment [20; 29] and customer loyalty [16; 4].…”