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How Commitment, Satisfaction, and Cost Fluctuations Influence Customer Loyalty

Author

Listed:
  • Andreas Samudro

    (Graduate School of Management and Business, Bogor Agricultural University, Indonesia Author-2-Name: Ujang Sumarwan Author-2-Workplace-Name: Department of Family and Consumer Science, Graduate School of Management and Business, Bogor Agricultural University, Indonesia Author-3-Name: Megawati Simanjuntak Author-3-Workplace-Name: Department of Family and Consumer Science, Graduate School of Management and Business, Bogor Agricultural University, Indonesia Author-4-Name: Eva Z Yusuf Author-4-Workplace-Name: Graduate School of Management and Business, Bogor Agricultural University, Indonesia Author-5-Name: Author-5-Workplace-Name: Author-6-Name: Author-6-Workplace-Name: Author-7-Name: Author-7-Workplace-Name: Author-8-Name: Author-8-Workplace-Name:)

Abstract

Objective - The purpose of this study is to investigate which factors have a stronger influence on final purchase decisions from the perspective of the chemical market. The factors under consideration are customer satisfaction, commitment and cost fluctuations. Methodology/Technique - By understanding the factors that influence purchase decisions, a chemical company or other industrial company can place greater focus on the factors that will improve or enhance customer loyalty. The research design is a conclusive-descriptive and quantitative method. Findings & Novelty - The results of the analysis confirm that customer commitment and satisfaction have a stronger influence on customer loyalty, compared to fluctuating costs. Satisfaction does not have a direct influence on loyalty, except where commitment is used as a mediator.

Suggested Citation

  • Andreas Samudro, 2019. "How Commitment, Satisfaction, and Cost Fluctuations Influence Customer Loyalty," GATR Journals jmmr217, Global Academy of Training and Research (GATR) Enterprise.
    • Handle: RePEc:gtr:gatrjs:jmmr217
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    References listed on IDEAS

    as
    1. Sanchez-Franco, Manuel J., 2009. "The Moderating Effects of Involvement on the Relationships Between Satisfaction, Trust and Commitment in e-Banking," Journal of Interactive Marketing, Elsevier, vol. 23(3), pages 247-258.
    2. R. Chumpitaz & N. Paparoidamis, 2007. "Service quality, relationship satisfaction, trust, commitment, and business-to-business loyalty," Post-Print hal-00199063, HAL.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    Satisfaction; Commitment; Switching Cost; Loyalty; B2B Relationship.;
    All these keywords.

    JEL classification:

    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M12 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Personnel Management; Executives; Executive Compensation
    • M19 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Other
    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General

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