Staff View: Exploring the role of trust in the satisfaction - loyalty link: empirical evidence from a follow-up study / Rosidah Musa and Sarminah Samad

Exploring the role of trust in the satisfaction - loyalty link: empirical evidence from a follow-up study / Rosidah Musa and Sarminah Samad

Theoretically, satisfaction should be positively linked to customer loyalty but it is difficult to observe it because most customer satisfaction surveys rely on intentional behaviour data rather than actual behaviour. In response to this issue, a follow-up study was set to validate an integrative...

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Main Authors:	Musa, Rosidah, Samad, Sarminah
Format:	Article
Language:	English
Published:	Institute of Research, Development and Commercialization (IRDC) 2005
Subjects:	Affection. Feeling. Emotion Marketing Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Online Access:	https://ir.uitm.edu.my/id/eprint/12964/1/12964.pdf https://ir.uitm.edu.my/id/eprint/12964/ https://smrj.uitm.edu.my/
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spelling	my.uitm.ir.129642022-06-14T05:39:14Z https://ir.uitm.edu.my/id/eprint/12964/ Exploring the role of trust in the satisfaction - loyalty link: empirical evidence from a follow-up study / Rosidah Musa and Sarminah Samad Musa, Rosidah Samad, Sarminah Affection. Feeling. Emotion Marketing Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Theoretically, satisfaction should be positively linked to customer loyalty but it is difficult to observe it because most customer satisfaction surveys rely on intentional behaviour data rather than actual behaviour. In response to this issue, a follow-up study was set to validate an integrative framework which include overall satisfaction, trust and simultaneously incorporates not only attitudinal loyalty but behavioural loyalty construct. Specifically, this study aims to examine the hypothesised linear relationship among satisfaction - attitudinal loyalty, satisfaction - behavioural loyalty, and attitudinal loyalty - behavioural loyalty paths. What is more, the researchers also endeavour to explore the role of trust in the satisfaction - attitudinal loyalty - behavioural loyalty link; thus distinctively differentiating it from the existing model. To test the hypothesised links among the constructs in the framework, Structural Equation Modelling (AMOS programme) and subsequently the moderating effect of trust in the satisfaction - attitudinal loyalty - behavioural loyalty chain are determined by two-way ANOVA. The findings are important to the development of marketing theory and evidence of the plausibility of the present model suggests the need for further investigation and validation in other research contexts and across other countries. Institute of Research, Development and Commercialization (IRDC) 2005-12 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/12964/1/12964.pdf Exploring the role of trust in the satisfaction - loyalty link: empirical evidence from a follow-up study / Rosidah Musa and Sarminah Samad. (2005) Social and Management Research Journal (SMRJ), 2 (2). pp. 121-133. ISSN 1675-7017 https://smrj.uitm.edu.my/
institution	Universiti Teknologi Mara
building	Tun Abdul Razak Library
collection	Institutional Repository
continent	Asia
country	Malaysia
content_provider	Universiti Teknologi Mara
content_source	UiTM Institutional Repository
url_provider	http://ir.uitm.edu.my/
language	English
topic	Affection. Feeling. Emotion Marketing Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
spellingShingle	Affection. Feeling. Emotion Marketing Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Musa, Rosidah Samad, Sarminah Exploring the role of trust in the satisfaction - loyalty link: empirical evidence from a follow-up study / Rosidah Musa and Sarminah Samad
description	Theoretically, satisfaction should be positively linked to customer loyalty but it is difficult to observe it because most customer satisfaction surveys rely on intentional behaviour data rather than actual behaviour. In response to this issue, a follow-up study was set to validate an integrative framework which include overall satisfaction, trust and simultaneously incorporates not only attitudinal loyalty but behavioural loyalty construct. Specifically, this study aims to examine the hypothesised linear relationship among satisfaction - attitudinal loyalty, satisfaction - behavioural loyalty, and attitudinal loyalty - behavioural loyalty paths. What is more, the researchers also endeavour to explore the role of trust in the satisfaction - attitudinal loyalty - behavioural loyalty link; thus distinctively differentiating it from the existing model. To test the hypothesised links among the constructs in the framework, Structural Equation Modelling (AMOS programme) and subsequently the moderating effect of trust in the satisfaction - attitudinal loyalty - behavioural loyalty chain are determined by two-way ANOVA. The findings are important to the development of marketing theory and evidence of the plausibility of the present model suggests the need for further investigation and validation in other research contexts and across other countries.
format	Article
author	Musa, Rosidah Samad, Sarminah
author_facet	Musa, Rosidah Samad, Sarminah
author_sort	Musa, Rosidah
title	Exploring the role of trust in the satisfaction - loyalty link: empirical evidence from a follow-up study / Rosidah Musa and Sarminah Samad
title_short	Exploring the role of trust in the satisfaction - loyalty link: empirical evidence from a follow-up study / Rosidah Musa and Sarminah Samad
title_full	Exploring the role of trust in the satisfaction - loyalty link: empirical evidence from a follow-up study / Rosidah Musa and Sarminah Samad
title_fullStr	Exploring the role of trust in the satisfaction - loyalty link: empirical evidence from a follow-up study / Rosidah Musa and Sarminah Samad
title_full_unstemmed	Exploring the role of trust in the satisfaction - loyalty link: empirical evidence from a follow-up study / Rosidah Musa and Sarminah Samad
title_sort	exploring the role of trust in the satisfaction - loyalty link: empirical evidence from a follow-up study / rosidah musa and sarminah samad
publisher	Institute of Research, Development and Commercialization (IRDC)
publishDate	2005
url	https://ir.uitm.edu.my/id/eprint/12964/1/12964.pdf https://ir.uitm.edu.my/id/eprint/12964/ https://smrj.uitm.edu.my/
_version_	1736837187540877312
score	13.211869

Exploring the role of trust in the satisfaction - loyalty link: empirical evidence from a follow-up study / Rosidah Musa and Sarminah Samad

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