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Wireless Personal Communications
Erschienen in: Wireless Personal Communications 1/2018

28.02.2018

The Effect of Satisfaction on Loyalty in Consumption and Service Industry Based on Meta-analysis and It’s Algorithm

verfasst von: Hongwei Liu, Yujing Chen, Yong Zha, Liuyi Ling, Dong Wang

Erschienen in: Wireless Personal Communications | Ausgabe 1/2018

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Abstract

Since customer loyalty is key for enterprises to gain core competence, achieving a better understanding of the relationship between customer satisfaction and customer loyalty is critical. The inconsistency with respect to customer satisfaction–loyalty relationships across studies has attracted our attention. This study attempts to determine the relationship between customer satisfaction and customer loyalty despite mixed results obtained by previous studies based on a proposed meta-analysis approach. Here, we draw from 195 individual studies to conduct a meta-analysis aggregating empirical findings. Our results revealed that customer satisfaction strongly correlates with customer loyalty, and we draw conclusions on the performance of customer loyalty. Finally, satisfaction can increase customers’ trust, word-of-mouth, recommendation, commitment, repurchase intention, and continuous intention and can decrease switching intention. These findings provide empirical support for several previous studies and further clarify the relationship between satisfaction and loyalty, and the proposed meta-analysis approach is effective in resolving the contradiction between two terminologies among the previous studies. The authors conclude with a discussion of the implications for practice and further research.
Vorheriger Artikel A Meta-analysis of Satisfaction-Loyalty Relationship in E-Commerce: Sample and Measurement Characteristics as Moderators
Nächster Artikel The Repeatability in Psychology: A Topic Model Approach

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Metadaten
Titel
The Effect of Satisfaction on Loyalty in Consumption and Service Industry Based on Meta-analysis and It’s Algorithm
verfasst von
Hongwei Liu
Yujing Chen
Yong Zha
Liuyi Ling
Dong Wang
Publikationsdatum
28.02.2018
Verlag
Springer US
Erschienen in
Wireless Personal Communications / Ausgabe 1/2018
Print ISSN: 0929-6212
Elektronische ISSN: 1572-834X
DOI
https://doi.org/10.1007/s11277-018-5489-8

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