The Effects of Trust, Commitment and Satisfaction on Customer Loyalty in the Distribution Sector

Abstract

Abstract-The main goal of this investigation is to demonstrate the main effects of trust, commitment and customer satisfaction on loyalty with a sample of customers from the distribution sector in Portugal. The results showed that trust has a positive and direct effect on commitment, also trust has a positive and direct effect on satisfaction, commitment has a positive and direct effect on loyalty and satisfaction has a positive and direct effect on loyalty, thus itś important for this companies the improvement of responsibility, development of team skills, empowering employees and the company in a sense to fulfil commitments and performing the co-creation of value.

Effect of Trust, Satisfaction, and Commitment on Customer Loyalty At the Alfamart Retail in Surabaya, East Java - Indonesia

“…Customer loyalty depends on committed teams, employees and suppliers and owners committed to building a company of enduring success, i.e., a network where all participants are key pieces for your support. The author states that loyalty has become a bargaining chip between customer and company (Bricci et al, 2016). The retail industry continues to grow rapidly, not only in Indonesia, but also in Asia.…”

“…Retailing is one of the largest sectors in the global economy and is going through an evolutionary stage in Indonesia. From now on customer satisfaction gained new attention in a shift paradigm from transaction marketing to relationship marketing (Bricci et al, 2016) and in numerous publications satisfaction was presented as a necessary premise for customer retention and also thus moved to the forefront of approaches to relationship marketing for researchers (Thurau and Klee, 1997).…”

“…The link between satisfaction and long-term retention of customers is typically formulated by marketing professionals and academics in a very categorical way, and therefore as a starting point rather than central question of analysis (Bricci et al, 2016).…”

Accelerating the Social Media Process: The Impact of Internet Celebrity Word-of-Mouth Communication and Relationship Quality on Consumer Information Sharing

“…Based on the research of Vietnamese people using smartphones, it is found that there is a positive correlation between brand experience and brand loyalty, and brand trust and brand satisfaction positively affect brand loyalty (Nguyen & Tran, 2018). Based on the empirical study on the relationship among trust, loyalty, commitment, and satisfaction of Portuguese customers in the distribution industry, trust has a positive effect on commitment, trust has a positive effect on satisfaction, commitment has a positive effect on loyalty, and satisfaction has a positive effect on loyalty (Bricci, Fragata, & Antunes, 2016).…”

Determinants of Customer Trust and Its Implication

“…Confidence of customers is the biggest asset for any company, since have a very positive impact and proportional against Sales the company can do. In other words, the greater the confidence of customers it will be getting bigger also level of sales of the company's [2].…”