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A mediating and multigroup analysis of customer loyalty

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  • Picón-Berjoyo, Araceli
  • Ruiz-Moreno, Carolina
  • Castro, Ignacio

Abstract

Loyalty is configured here as a key determinant of firm performance. Many studies have proposed models that analyze the relationship between loyalty and its main determinants: perceived value (PV), satisfaction, and perceived switching costs (PSC). Thus, the first aim of this work is to validate a model of the direct and indirect relationships between these variables and loyalty, analyzing the mediating roles of both PSC and satisfaction in the relationship between PV and loyalty.

Suggested Citation

  • Picón-Berjoyo, Araceli & Ruiz-Moreno, Carolina & Castro, Ignacio, 2016. "A mediating and multigroup analysis of customer loyalty," European Management Journal, Elsevier, vol. 34(6), pages 701-713.
    • Handle: RePEc:eee:eurman:v:34:y:2016:i:6:p:701-713
    DOI: 10.1016/j.emj.2016.07.006
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    References listed on IDEAS

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    5. Minh-Tri Ha & Giang-Do Nguyen & Bao-Son Doan, 2023. "Understanding the mediating effect of switching costs on service value, quality, satisfaction, and loyalty," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-14, December.
    6. Berta Tubillejas-Andrés & Amparo Cervera-Taulet & Haydee Calderón García, 2019. "Feeling emotions in the public performing arts sector: does gender affect?," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 16(1), pages 1-22, March.
    7. Akdim, Khaoula & Casaló, Luis V. & Flavián, Carlos, 2022. "The role of utilitarian and hedonic aspects in the continuance intention to use social mobile apps," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    8. Skvarciany Viktorija & Jureviciene Daiva, 2017. "Factors Influencing Customer Trust in Mobile Banking: Case of Latvia," Economics and Culture, Sciendo, vol. 14(2), pages 69-76, December.
    9. Unai Arzubiaga & Txomin Iturralde & Amaia Maseda & Josip Kotlar, 2018. "Entrepreneurial orientation and firm performance in family SMEs: the moderating effects of family, women, and strategic involvement in the board of directors," International Entrepreneurship and Management Journal, Springer, vol. 14(1), pages 217-244, March.
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