Relationship Between Customer Satisfaction and Loyalty on the Internet

Castañeda, J. Alberto

doi:10.1007/s10869-010-9196-z

Cited by 67 publications

(50 citation statements)

References 74 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Reichheld (1994) demonstrates that customers claiming to be satisfied or highly satisfied may still cease to be loyal. Contrarily, loyal customers are not necessarily the satisfied ones although satisfied customers do tend to be loyal (Castaneda, 2011;Oliver, 1999).…”

Section: Structural Equation Modelling Resultsmentioning

confidence: 99%

Antecedents of Customer Loyalty in Banking Sector: A Mediational Study

Bhat

Darzi

Parrey

2018

Vikalpa

View full text Add to dashboard Cite

Executive Summary The competition among the organizations is increasing continuously and there has been a rapid shift in the business process deliverance. Financial service firms are striving to improve their business processes by liaising with customers to survive and compete successfully. The literature has obstinately emphasized on the utmost importance of trust and loyalty to survive in the financial sector. This study aims to explore the role of customer knowledge management (CKM) and satisfaction as antecedents of customer trust in the retail banking sector. The causal relationships existing between CKM, satisfaction, trust, and loyalty are explored. The mediating role of customer trust in the knowledge–loyalty and satisfaction–loyalty relationships is also explored. The data has been collected randomly from 412 customers of a private bank through survey by questionnaire. The research instrument has been developed and purified through factor analysis (confirmatory factor analysis). Structural equation modelling (SEM) has been employed to examine the causal relationship and fitness of the proposed model. The findings of the study reveal that CKM and satisfaction positively impact customer trust, and customer trust has a significant impact on loyalty. Besides, trust partially mediates the effect of knowledge and satisfaction on loyalty. The findings of the study are valuable to managers and strategists in understanding customer need in order to formulate the relevant customer loyalty programmes. However, the study focused on retail banking sector and uses data from a single bank only. Future research may evaluate the generalizability of findings across other banks as well as other nationalities. The main contribution of this study is to the loyalty literature by empirically validating the identified antecedents and demonstrating their role in managing loyalty. Furthermore, the study provides some valuable insights into the relational exchanges between variables wherein some inferences are derived from results regarding trust and loyalty.

show abstract

Section: Structural Equation Modelling Resultsmentioning

confidence: 99%

Antecedents of Customer Loyalty in Banking Sector: A Mediational Study

Bhat

Darzi

Parrey

2018

Vikalpa

View full text Add to dashboard Cite

show abstract

“…Kukkonen et al (2013) discovered that the use of multimedia information technology integrated instruction could stimulate students' senses and supply the insufficiency of word explanations to reinforce learners' comprehension and outcomes. Castaneda (2011) indicated that the introduction of multimedia information technology integrated learning and the operation of specific objects could help pupils comprehend the meanings of questions. Baş (2012) also suggested that multi-sense information could enhance the correctness to solve problems.…”

Section: Research Hypothesismentioning

confidence: 99%

Effects of Multimedia Information Technology Integrated Multi-Sensory Instruction on Students’ Learning Motivation and Outcome

Tai²

2016

EURASIA J MATH SCI T

View full text Add to dashboard Cite

Under the waves of the Internet and the trend of era, information technology is a door connecting to the world to generate the multiplier effect of learning. Students' learning should not be regarded as the tool to cope with school examinations. The frequent contact with computers, networks, and relevant information allow students enjoying the colorful life. Some knowledge is broad on the Internet or TV media that the attraction of learning environments and teaching materials for students' interests to achieve the teaching effect becomes a primary issue. With the design of experiments, the quasi-experimental research is preceded in this study. Total 92 students in two classes in Fuzhou No.1 High School in Fujian are preceded the designed teaching program of multi-sensory instruction in math for 4 months. The results show significant correlations between 1.learning motivation and learning outcomes, 2.multi-sensory instruction and learning motivation, and 3.multisensory instruction and learning outcomes. This study expects to understand the effects of multimedia information technology integrated multi-sensory instruction on students' learning motivation and outcomes as well as provide reference for teachers applying information technology integrated instruction and the promotion of relevant education units.

show abstract

“…Also, involvement has been suggested as having a powerful impact on customer loyalty (e.g., Olsen, 2007). In addition, involvement has been suggested as a moderating variable in many studies of attitude and behaviour relations (e.g., Homburg and Giering, 2001;Castañ eda, 2011). In contrast, few empirical studies have tested involvement as a mediator in the relation between satisfaction and loyalty.…”

Section: The Mediatormentioning

confidence: 99%