Revisiting the Satisfaction–Loyalty Relationship: Empirical Generalizations and Directions for Future Research

Allocation of Resources to Customer Satisfaction and Delight Based on Utilitarian and Hedonic Benefits

“…Rooted in the psychology literature, the satisfaction approach asks managers to achieve 100% satisfaction-anything less would render the firm uncompetitive and unable to retain its customer base. This is supported by a large body of research that has shown an association between customer satisfaction and consequences such as loyalty behaviors and financial performance (e.g., Gruca & Rego, 2005;Kumar, Pozza, & Ganesh, 2013). Yet, these research findings have produced mixed results regarding the existence and shape of the relationship.…”

Pengembangan Model Loyalitas Nasabah Pada Perbankan Syariah (Bank Syariah Mandiri)

“…Penelitian lainnya menungkapkan bahwa kepuasan pelanggan saja tidak cukup dalam menjelaskan atau menjamin terbentuknya loyalitas pelanggan [6] [7]. Terdapat moderator dan mediator yang mempengaruhi hubungan antara kepuasan pelanggan dengan loyalitas pelanggan [6], sedangkan hubungan antara kepuasan dengan loyalitas pelanggan tidak selalu linier [7].…”

“…Terdapat moderator dan mediator yang mempengaruhi hubungan antara kepuasan pelanggan dengan loyalitas pelanggan [6], sedangkan hubungan antara kepuasan dengan loyalitas pelanggan tidak selalu linier [7].…”

Measuring Direct Association Between Customer Satisfaction And Customer Retention Among Generation Y

“…In marketing literature, customer satisfaction has been considered as a crucial factor influencing customer loyalty (Kumar, Dalla & Ganesh, 2013;Lee, Jeon, & Kim, 2011;Gerpott, Rams, & Schindler, 2001). Consumer satisfaction is the most vital issue concerning business association, defended by the oriented philosophy of customer and the standards of process which constantly changes in the present day (Arokiasamy, 2013).…”