Impact of Satisfaction on Customer Loyalty
Perspectives from the Footwear Industry in Peru
Bibliographic Data
| ID | 22357659 |
|---|---|
| Authors | Juana Maribel Manrique Placido (0000-0002-6880-1141, Universidad Tecnológica del Perú), Soledad Janett Mostacero Llerena (0000-0002-6589-3589, National University of Trujillo), Rebeca Fernández Rodríguez (0000-0002-9545-4325, Universidad César Vallejo), Ronald Floriano Rodríguez, Patricia Sofía Osorio Pascacio (0000-0003-0925-4026, Universidad César Vallejo), Luis Fernando Espejo Chacón (0000-0003-3776-2490, Universidad César Vallejo) |
| Year | 2024 |
| Volume | 3 |
| Issue | 4 |
| Pages | 2749-2760 |
| Publication date | 2024-08-23 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Journal of Ecohumanism (JOURNAL) |
| Journal identifiers | ISSN: 2752-6798 • E-ISSN: 2752-6801 |
| Publisher | Creative Publishing House (PUBLISHER • GB) |
| DOI | 10.62754/joe.v3i4.3811 |
| OpenAlex | W4401834013 |
| Language | EN |
| References cited | 3 |
This study investigates how customer satisfaction influences loyalty within the Peruvian footwear sector. A mixed-methods approach of the Dexplis type was employed, combining the collection of quantitative data through a questionnaire administered to 350 consumers, and qualitative data obtained from 25 interviews, to explore how satisfaction affects emotions, intentions, and behaviours of consumers in this specific context. The findings reveal a significant association between satisfaction and loyalty, supported by a Rho coefficient of 0.872, and a multiple regression model showing 80.1% of the variability in loyalty decisions. Additionally, other factors such as innovation, shopping experience, and after-sales service were identified as having a substantial impact on customer loyalty. In summary, this article not only contributes to the theoretical understanding of the association between customer satisfaction and loyalty, but also offers practical implications for improving customer retention strategies in the Peruvian footwear industry, providing key insights for professionals in the sector in strategic decision-making and in designing more satisfactory and engaging shopping experiences
Advertising · Business · Customer satisfaction · Loyalty · Loyalty business model · Service quality · Consumer Behavior in Brand Consumption and Identification · Consumer Retail Behavior Studies · Customer Service Quality and Loyalty · Marketing
| Highly cited | No |
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