Determinants of Customer Satisfaction and its impact on Customer loyalty in Nokia brand

Dados Bibliográficos

ID19482002
AutoresMuhammad Rizwan (0000-0002-5332-9980, Islamia University of Bahawalpur), Muhammad Umair (0000-0001-8159-0054, Islamia University of Bahawalpur), Muhammad Abu Umair, Anser Fiaz (Islamia University of Bahawalpur), Qasim Rashid (Islamia University of Bahawalpur)
Ano2014
Volume5
Fascículo1
Data de publicação2014-03-09
Peer ReviewedSim
Open AccessSim
TipoARTICLE
PeriódicoJournal of Sociological Research (JOURNAL)
Identificadores do periódicoISSN: 1948-5468 • E-ISSN: 1948-5468
EditoraMacrothink Institute, Inc (PUBLISHER)
DOI10.5296/jsr.v5i1.6574
OpenAlexW2017137808
IdiomaEN
Referências citadas13

This study examines major influences on customer loyalty in a research framework where customer loyalty is the dependent variable and customer satisfaction, perceived price, service quality and trust are all independent variables. The research also tests the hypothesis that there exists a moderating relationship between service quality and customer satisfaction. The study employs various statistical techniques, including reliability, factor and regression analysis. The epistemology of research was primarily qualitative and involved 170 citizens ofPakistanthrough a questionnaire led survey and factor analysis was further applied to confirm the results. This study acknowledges service quality positively affecting customer satisfaction with perceived price acting as a moderating variable. In addition to that service quality also has a significant positive influence on trust. Customer satisfaction is a strong variable effecting customer loyalty and trust positively. Therefore it could be postulated that customers with high rated perception of service quality and satisfaction also generally exhibit repurchase intent and strong loyalty towards the products. Furthermore, the study also adds up that the moderating variables positively influence the relationship. Increase in the customer’s perception on the reasonableness of price also tends to increase the impact of service quality on customer satisfaction

Advertising · Business · Customer delight · Customer retention · Customer satisfaction · Loyalty · Loyalty business model · Perception · Service quality · Statistics · Variables · Consumer Retail Behavior Studies · Customer Service Quality and Loyalty · Mathematics · Psychology · Technology Adoption and User Behaviour · Marketing