International Business Management

Year: 2016
Volume: 10
Issue: 3
Page No. 270 - 276

Determinants of Customer Loyalty: Empirical Study of Semen Gresik Brand

Authors : ChabibBahari

References

Caruana, A., 2002. Service loyalty: The effects of service quality and the mediating role of customer satisfaction. Eur. J. Market., 36: 811-828.
CrossRef  |  Direct Link  |  

Chaudhuri, A. and M.B. Holbrook, 2001. The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. J. Market., 65: 81-93.
CrossRef  |  Direct Link  |  

Delgado-Ballester, E. and J.L. Munuera-Aleman, 2005. Does brand trust matter to brand equity? J. Prod. Brand Manage., 14: 187-196.
CrossRef  |  Direct Link  |  

Eid, M.I., 2011. Determinants of e-commerce customer satisfaction, trust and loyalty in Saudi Arabia. J. Electron. Commerce Res., 12: 78-93.
Direct Link  |  

Engel, J.F., R.D. Blackwell and P.W. Miniard, 1995. Consumer Behavior. 8th Edn., The Dryden Press, New York .

Giddens, A., 2002. Runaway World: How Globalization is Reshaping Our Lives. New Edition, Profile Books, London, UK.

Ha, H.Y., 2004. Factors influencing consumer perceptions of brand trust online. J. Product Brand Manage., 13: 329-342.
CrossRef  |  Direct Link  |  

Horppu, M., O. Kuivalainen, A. Tarkiainen and H.K. Ellonen, 2008. Online satisfaction, trust and loyalty and the impact of the offline parent brand. J. Prod. Brand Manage., 17: 403-413.
CrossRef  |  Direct Link  |  

Kassim, N. and N.A. Abdullah, 2010. The effect of perceived service quality dimensions on customer satisfaction, trust and loyalty in e‐commerce settings: A cross cultural analysis. Asia Pacific J. Market. Logist., 22: 351-371.
CrossRef  |  Direct Link  |  

Keisidou, E., L. Sarigiannidis, D.I. Maditinos and E.I. Thalassinos, 2013. Customer satisfaction, loyalty and financial performance: A holistic approach of the Greek banking sector. Int. J. Bank Market., 31: 259-288.
CrossRef  |  Direct Link  |  

Kuikka, A. and T. Laukkanen, 2012. Brand loyalty and the role of hedonic value. J. Prod. Brand Manage., 21: 529-537.
CrossRef  |  Direct Link  |  

Li, S.J., Y.Y. Huang and M.M. Yang, 2011. How satisfaction modifies the strength of the influence of perceived service quality on behavioral intentions. Leadership Health Services, 24: 91-105.
CrossRef  |  Direct Link  |  

Manaf, N.H.A. and P.S. Nooi, 2009. Patient satisfaction as an indicator of service quality in Malaysian public hospitals. Asian J. Qual., 10: 77-87.
CrossRef  |  Direct Link  |  

Matzler, K., S. Grabner-Krauter and S. Bidmon, 2008. Risk aversion and brand loyalty: The mediating role of brand trust and brand affect. J. Prod. Brand Manage., 17: 154-162.
CrossRef  |  Direct Link  |  

Morgan, R.M. and S.D. Hunt, 1994. The commitment-trust theory of relationship marketing. J. Market., 58: 20-38.
CrossRef  |  Direct Link  |  

Padma, P., C. Rajendran and P.S. Lokachari, 2010. Service quality and its impact on customer satisfaction in Indian hospitals: Perspectives of patients and their attendants. Benchmarking: Int. J., 17: 807-841.
CrossRef  |  Direct Link  |  

Saeed, R., R.N. Lodhi, S. Nazir, M. Safdar, Z. Mahmood and M. Ahmad, 2013. Impact of customer relationship management on customer satisfaction. World Applied Sci. J., 26: 1653-1656.
Direct Link  |  

Trif, S.M., 2013. The influence of overall satisfaction and trust on customer loyalty. J. Manage. Market. Challenges Knowledge Soc., 8: 109-128.
Direct Link  |  

Vigripat, T. and P. Chan, 2007. An empirical investigation of the relationship between service quality, brand image, trust, customer satisfaction, repurchase intention and recommendation to others. International DSI/Asia and Pacific DSI 2007 Full Paper, July, 2007.

Wu, W.Y., C.Y. Chiag, Y.J. Wu and H.J. Tu, 2004. The influencing factors of commitment and business integration on supply chain management. Ind. Manage. Data Syst., 104: 322-333.
CrossRef  |  Direct Link  |  

Zboja, J.J. and C.M. Voorhees, 2006. The impact of brand trust and satisfaction on retailer repurchase intentions. J. Services Market., 20: 381-390.
CrossRef  |  Direct Link  |  

Design and power by Medwell Web Development Team. © Medwell Publishing 2024 All Rights Reserved