The effect of customer satisfaction on customer loyalty in the motor industry
This study aims to determine the effects of three exogenous variables, namely, service quality, price fairness and Shari’ah compliance on customer loyalty through customer satisfaction as the mediator. Applying the theory of customer satisfaction, a structural equation model was developed and tested...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English English |
| Published: |
Universidad del Zulia
2019
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/76271/ http://irep.iium.edu.my/76271/ http://irep.iium.edu.my/76271/1/76271_The%20effect%20of%20customer%20satisfaction.pdf http://irep.iium.edu.my/76271/2/76271_The%20effect%20of%20customer%20satisfaction_SCOPUS.pdf |
| Summary: | This study aims to determine the effects of three exogenous variables, namely, service quality, price fairness and Shari’ah compliance on customer loyalty through customer satisfaction as the mediator. Applying the theory of customer satisfaction, a structural equation model was developed and tested on 322 motor Takaful participants from the Klang Valley, Malaysia. The findings suggest that customer satisfaction partially mediates the effects of Shari’ah compliance and price fairness on customer loyalty. In conclusion, participants of motor Takaful are not concerned about the service quality; they are mainly influenced by the price fairness and Shari’ah compliance of the products /services.
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El objetivo de este estudio es determinar los efectos de tres
variables exógenas, a saber, la calidad del servicio, la imparcialidad de
los precios y el cumplimiento de Shari’ah sobre la fidelidad del cliente
a través de la satisfacción del cliente como mediador. Aplicando la
teoría de la satisfacción del cliente, se desarrolló un modelo de
ecuación estructural y se probó en 322 participantes de Takaful motor
de Klang Valley, Malasia. Los hallazgos sugieren que la satisfacción
del cliente media parcialmente los efectos del cumplimiento de
Shari’ah y la imparcialidad de los precios en la lealtad del cliente. En
conclusión, los participantes de motor Takaful no están preocupados
por la calidad del servicio, están principalmente influenciados por la
imparcialidad de los precios y el cumplimiento de Shari’ah de los
productos / servicios. |
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