The relationship between customer loyalty and customer satisfaction

Bowen, John T.; Chen, Shiang‐Lih

doi:10.1108/09596110110395893

Cited by 901 publications

(732 citation statements)

References 13 publications

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“…When the consumer experiences an increase in his/her satisfaction, loyalty also increases. However, some studies have identified an asymmetrical and non-linear relationship between satisfaction and loyalty (Bowen & Chen, 2001;Gómez, McLaughlin, & Wittink, 2004) and argue that increasing customer satisfaction does not mean producing higher levels of loyalty (Bennett & Rundle-Thiele, 2004;Wu, Zhou, & Wu, 2011). Other authors affirm that the consumer's ambivalence moderates the relationship between satisfaction and loyalty (Olsen, Wilcox, & Olsson, 2005) and still others that the antecedent of loyalty is the affective or emotional component of satisfaction and not the cognitive component (You & Dean, 2001).…”

Section: Satisfaction With Tourism Destinationsmentioning

confidence: 99%

Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona

et al. 2012

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Section: Satisfaction With Tourism Destinationsmentioning

confidence: 99%

Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona

et al. 2012

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“…High levels of customer loyalty have been found to result in reduced marketing costs, increased market share, and enhanced consumer resistance to competitor strategies (Baldinger & Rubinson 1996;Chaudhuri & Holbrook 2001;Bowen & Chen 2001;Rundle-Thiele 2005). In the higher education context, student loyalty has received increasing attention in the literature (e.g., Carvalho & de Oliveira Mota 2010;Arnett, German & Hunt 2003;Hennig-Thurau, Langer & Hansen, 2001).…”

Section: Student Loyaltymentioning

confidence: 99%

Co-creating Value in Higher Education: The Role of Interactive Classroom Response Technologies

Bowden¹,

D’Alessandro²

2011

ASS

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As competition intensifies, it is essential that higher education providers endeavour to develop and offer high quality, satisfaction-creating service experiences. This requires a comprehensive understanding of the factors that lead to positive perceptions of the institutions services. Current perspectives suggest that the student should be engaged as an active co-producer of the university experience. Interactive classroom technologies may enhance the student experience by encouraging participation. This study examines whether student perceived value, namely social or functional value, satisfaction, and loyalty differs for students participating in a personal response technology enabled classroom experience, versus a more traditional classroom experience. A partial least squares approach was adopted using a sample of 184 students. The use of personal response technology was not found to be positively related to the student experience. In the current context, it appeared to break classroom social patterns resulting in an individualistic, disengaging educational experience. Interestingly, in the traditional, non-technology condition social interaction was enhanced and social value strongly determined students' perceptions of loyalty. These results suggest that it is the pedagogy, and not the technology that matters in higher education provision. Conclusions, implications and opportunities for future research are presented.

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“…Rust and Zahorik [31] stated that greater customer satisfaction leads to greater intent to repurchase. According to Anderson and Sullivian [21], a high level of customer satisfaction will decrease the perceived need to switch service provider, thereby increasing customer repurchase and ultimately enhancing profitability of the organization [32]. Henig and Klee [33] further argued that satisfaction will positively influence commitment.…”

Section: B Customer Satisfactionmentioning

confidence: 99%

Factors Influencing Customer Loyalty Toward Online Shopping

Pratminingsih¹,

Lipuringtyas²,

Rimenta³

2013

IJTEF

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Abstract-The significant growth of online shopping makes the competition in this industry become more intense. Maintaining customer loyalty has been recognized as one of the essential factor for business survival and growth. The purpose of this study is to examine empirically the influence of satisfaction, trust and commitment on customer loyalty in online shopping. This paper describes a theoretical model for investigating the influence of satisfaction, trust and commitment on customer loyalty toward online shopping. Based on the theoretical model, hypotheses were formulated. The primary data were collected from the respondents which consists of 300 students. Multiple regression and qualitative analysis were used to test the study hypotheses. The empirical study results revealed that satisfaction, trust and commitment have significant impact on student loyalty toward online shopping.

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The relationship between customer loyalty and customer satisfaction

Cited by 901 publications

References 13 publications

Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona

Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona

Co-creating Value in Higher Education: The Role of Interactive Classroom Response Technologies

Factors Influencing Customer Loyalty Toward Online Shopping

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