Functional forms of the satisfaction–loyalty relationship

Dong, Songting; Ding, Min; Grewal, Rajdeep; Zhao, Ping

doi:10.1016/j.ijresmar.2010.09.002

Cited by 58 publications

(51 citation statements)

References 69 publications

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“…In this research it is not so amazing because of there are lot of work on this particular subject having been already done like the association of clients of satisfaction and customer reliability (Christodoulides & Michaelidou, 2011;Cronin & Taylor, 2014;Dong, Ding, Grewal& Zhao, 2011). The theory of consumer satisfaction created by Oliver (1980) suggests that between of people expectation and getting on the basis of their demand when same or equal then it makes them satisfied in their performance area.…”

Section: Literature Review and Hypothesesmentioning

confidence: 98%

Online Services Of Commercial Banks Towards Customer Loyalty In Bangladesh

Uddin¹,

Haque²,

Nayeem³

et al. 2018

The European Proceedings of Social and Behavioural Sciences

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It has become a common phenomenon in these days; a lot of Bangladeshi people are relaying on using online banking services and it has gained much credibility. For capturing market, focusing and attracting the potential clients and keeping prevailing clients, there are many initiatives are being taken by many financial and banking organizations. As the electronic banking customers heavily rely on internet base banking services that influence the banking policy makers to take more electronic banking services promoting initiative for current and potential customers in competitive banking market in Bangladesh. There is no significant research oriented work has not been yet, in Bangladesh though clients reliance and customer confident in online services are integrated part of internet banking. The statistical evidence may play an identical implication for retaining customer's trust on electronic banking services in Bangladesh. A total of 250 respondents have been chosen from different government-owned and public banks following convenient sampling technique. While exploratory analysis has been used to fit the right items for each construct, structural modeling technique has been applied to assess the relationship between and among the constructs. From this revision it is observed that online services in the commercial banking sectors in Bangladesh have an impact towards loyalty of the customers. The research findings will be useful to the commercial banks of Bangladesh. Clients, bankers, managers, researchers, academicians will definitely be benefited from the present study.

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Section: Literature Review and Hypothesesmentioning

confidence: 98%

Online Services Of Commercial Banks Towards Customer Loyalty In Bangladesh

Uddin¹,

Haque²,

Nayeem³

et al. 2018

The European Proceedings of Social and Behavioural Sciences

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“…Although studies have demonstrated that satisfaction and reputation are important antecedents of repurchase intention, such effects may vary, based on consumer characteristics (Dong et al, 2011). Therefore, the impact of satisfaction and reputation on repurchase intention is subject to the infl uence of moderator variables.…”

Section: Repurchase Intention Customer Satisfaction and Firm Reputatmentioning

confidence: 99%

“…Therefore, the impact of satisfaction and reputation on repurchase intention is subject to the infl uence of moderator variables. Several studies (Aydin et al, 2005;Bartikowski et al, 2011;Bloemer and De Ruyter, 1998;Bloemer and Kasper, 1995;Chen and Tsai, 2008;Dong et al, 2011;Homburg and Giering, 2001;Mittal and Kamakura, 2001;Suh and Yi, 2006;Walsh et al, 2008;Yang and Peterson, 2004) have examined the roles of customer demographics and psychographics in the relationship among satisfaction, reputation, and repurchase intention. Such factors as education level, sex, marital status, age, experience, critical incidents, variety seeking, switching costs, gender, income, culture, elaboration, and involvement have been analyzed as variables affecting the infl uence of reputation and satisfaction on repurchase intention.…”

Section: Repurchase Intention Customer Satisfaction and Firm Reputatmentioning

confidence: 99%

“…reputation have been widely accepted as the two strongest factors affecting repurchase intention. However, certain consumer characteristics may result in differences in their relative infl uence (e.g., Dong et al, 2011). For example, analytic and holistic thinking styles may infl uence the predictive power of satisfaction and reputation on repurchase intention.…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Does Thinking Style Affect the Impacts of Satisfaction and Reputation on Repurchase Intention? A Cross-National Comparison

Tektaş¹,

Eryiğit²,

Ekmekci³

2017

JMCBEM

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The purpose of this study is to test whether the influence of satisfaction and reputation on repurchase intention varies among analytic and holistic thinkers. We employed an individual level approach to measure cross-cultural differences regarding thinking style and other variables. We made a cross-cultural comparison via analyzing the effects of satisfaction and firm reputation on repurchase intention, using data from the USA and Turkey that reflect analytic and holistic thinking cultures, respectively. Also, we conducted intra-cultural analyses in which the USA data and Turkish data were analyzed separately. Findings from these analyses revealed that holistic and analytic thinking styles create differences at the individual level (intra-cultural) but not at the cultural level (cross-cultural). In the Turkish sample, the impact of reputation on repurchase intention is found to be stronger than that of satisfaction for holistic thinkers.JEL classification: M3, M31

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“…Even if there is no common understanding of the exact relationship between satisfaction and loyalty, there is no doubt about its existence (Bennett and Rundle-Thiele 2004;Blocker et al 2011;Dong et al 2011;Flint et al 2011;Homburg and Giering 2001). Jones and Suh (2000) identified overall satisfaction to be the main predictor of loyalty.…”

mentioning

confidence: 99%

Translating satisfaction determination from health care to the automotive industry

Meinzer

Prenninger

Vesel³

et al. 2015

Serv Bus

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This study is based on the case of BMW, and aims to improve the determination of perceived consumer satisfaction in the automotive industry by transferring existing knowledge from the health care sector. A literature analysis of the health care sector and the automotive industry was conducted to identify the common concepts of determining satisfaction. These were the service encounter, situational factors, and sociodemographics. The practical application was tested by analyzing a contemporary survey from BMW. Based on the findings, managers responsible for customer satisfaction in after-sales services in the automotive industry could improve measurement of customer satisfaction.

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Functional forms of the satisfaction–loyalty relationship

Cited by 58 publications

References 69 publications

Online Services Of Commercial Banks Towards Customer Loyalty In Bangladesh

Online Services Of Commercial Banks Towards Customer Loyalty In Bangladesh

Does Thinking Style Affect the Impacts of Satisfaction and Reputation on Repurchase Intention? A Cross-National Comparison

Translating satisfaction determination from health care to the automotive industry

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