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...

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Main Authors:	Lim, Ka Bian, Haque, A. K. M. Ahasanul, Wok, Saodah, Tarofder, Arun Kumar
Format:	Article
Language:	English English
Published:	Universidad del Zulia 2019
Subjects:	HF Commerce
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

id	iium-76271
recordtype	eprints
spelling	iium-762712019-12-17T06:53:00Z http://irep.iium.edu.my/76271/ The effect of customer satisfaction on customer loyalty in the motor industry Lim, Ka Bian Haque, A. K. M. Ahasanul Wok, Saodah Tarofder, Arun Kumar HF Commerce 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. ************************************************************************** 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. Universidad del Zulia 2019 Article PeerReviewed application/pdf en http://irep.iium.edu.my/76271/1/76271_The%20effect%20of%20customer%20satisfaction.pdf application/pdf en http://irep.iium.edu.my/76271/2/76271_The%20effect%20of%20customer%20satisfaction_SCOPUS.pdf Lim, Ka Bian and Haque, A. K. M. Ahasanul and Wok, Saodah and Tarofder, Arun Kumar (2019) The effect of customer satisfaction on customer loyalty in the motor industry. Opcion, 35 (Special issue 21). pp. 947-963. ISSN 1012-1587 E-ISSN 2477-9385 https://produccioncientificaluz.org/index.php/opcion/article/view/24740/25257
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English English
topic	HF Commerce
spellingShingle	HF Commerce Lim, Ka Bian Haque, A. K. M. Ahasanul Wok, Saodah Tarofder, Arun Kumar The effect of customer satisfaction on customer loyalty in the motor industry
description	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. ************************************************************************** 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.
format	Article
author	Lim, Ka Bian Haque, A. K. M. Ahasanul Wok, Saodah Tarofder, Arun Kumar
author_facet	Lim, Ka Bian Haque, A. K. M. Ahasanul Wok, Saodah Tarofder, Arun Kumar
author_sort	Lim, Ka Bian
title	The effect of customer satisfaction on customer loyalty in the motor industry
title_short	The effect of customer satisfaction on customer loyalty in the motor industry
title_full	The effect of customer satisfaction on customer loyalty in the motor industry
title_fullStr	The effect of customer satisfaction on customer loyalty in the motor industry
title_full_unstemmed	The effect of customer satisfaction on customer loyalty in the motor industry
title_sort	effect of customer satisfaction on customer loyalty in the motor industry
publisher	Universidad del Zulia
publishDate	2019
url	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
first_indexed	2023-09-18T21:47:48Z
last_indexed	2023-09-18T21:47:48Z
_version_	1777413567339823104

The effect of customer satisfaction on customer loyalty in the motor industry

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