The Relationship between Reputation, Customer Satisfaction, Trust, and Loyalty

Abstract

Though a lot of studies have been done to conclude customer loyalty as dependent variable but still there is a vast margin of researches to be conducted in future in different spheres of this construct. On the other hand the truth of the importance of customer loyalty as an enduring asset cannot be falsified. It is fundamental for organizations to build up long term and mutual beneficial associations with the customers. The purpose of this research paper is to show the inter relationship of reputation, customer satisfaction and trust on customer loyalty. According to the observations reputation is the major independent variable that has significant relationship with customer satisfaction, customer loyalty, and trust. Data for this research study was taken from the Islamia University, Quaid-e-Azam Medical College, and different banks located at various geographic locations of Bahawalpur region of Pakistan. Data was collected through self administered questionnaire and analyzed by using regression through SPSS. The results have been drawn from 150 users of NISHAT LINEN and it was found that there is positive and significant relationship among reputation, customer satisfaction, trust and customer loyalty. Hence the studies give the positive sign that with the increment of reputation, customer satisfaction and trust the customer loyalty enhances.

Determinants Of Customer Loyalty: A Preliminary Study On A Prominent Bank In Malaysia

“…Ali et al [23] stated that if a company has a strong reputation among customers, it will lead to customer loyalty by creating positive emotions and repetitive purchase behavior. His study also supported previous researches that acknowledged the significant relationships between organization or corporate reputation and customer loyalty [22,24,25,26,27]. In a nutshell, reputation plays a significant role in maintaining the trust and reducing uncertainties when the customers are using certain products or services.…”

“…When a company established a good performance record, the company will gain high reputation and vice versa. Gul [22] considered reputation as a name or favorable standing or as a way things or person is known for. Ali et al [23] stated that if a company has a strong reputation among customers, it will lead to customer loyalty by creating positive emotions and repetitive purchase behavior.…”

Factors Affecting Mass Customization and the Positively Impact on Customer Re-purchase Intention in Logistics Service Companies

“…In other words, customers tend to give positive feedback and introduce their company's logistics services to others. In contrast, not like previous studies that support the relation connect between customer satisfaction and customer trust (Gul, 2014;Wetsch 2005) and customer repurchase intention (Henkel, Houchaime, Locatelli, Singh, and Zeithaml, 2006;Taghizadeh, Taghipourian and Khazaei 2012). In this study, the results point to the rejection of the hypothesis (supposed in hypothesis 6 and hypothesis 7).…”

“…The covariance matrix that we utilized for input data are given in Table 2 for determination factors model. Three affect factors (Lau, 2008;Hart, 1995;Kotha, 1995), mass customization project (Alhstrom and Westbrook, 1999), customer satisfaction and the others factors affecting re-purchase intention (Tsai, Jaw, Huang, and Chen, 2006;Gul, 2014;Scarinci and Pearce, 2012;Liu & Lee, 2016). Selective based on the results obtained from previous studies, the elements from proposed model are best selected for inclusion.…”

“…Also the same opinion, the study of Szymanski and Henard (2001) also support this idea. In addition, the reflection that a company must fully meet the complex and diverse requirements of its customers also brings the trust of customers (Gul, 2014). In the same sense, when a customer satisfies they will provide optimistic word-of-mouth to the firm, giving the firm the ultimate benefit, and recommending the service again to the present customer and even potential customers (Taghizadeh, Taghipourian and Khazaei, 2013).…”