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A Study on the Relationship between Customer Satisfaction, Business Ethics and Certain Related Variables

Author

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  • M. M. Sulphey

    (Prince Sattam bin Abdulaziz University, Kingdom of Saudi Arabia)

  • Saji George

    (Prince Sattam bin Abdulaziz University, Kingdom of Saudi Arabia)

Abstract

Ethics and customer satisfaction are highly researched topics. Substantial literature exists in this area. However, the complex relationship between the variables ethics, value and customer satisfaction, and perceive customer trust and loyalty have not been examined. The study examined the complex relationship between ethics and value with customer satisfaction. The relationship between customer satisfaction and the resultant trust and loyalty is also examined. Significant positive correlation was found between the variables that were examined. A model has also been developed signifying the relationship between the variables. However, the study failed to establish any difference with respect to certain demographic aspects like gender, marital status and occupation with the variables studied. The findings of the study will be a significant contribution to the field of customer satisfaction research.

Suggested Citation

  • M. M. Sulphey & Saji George, 2017. "A Study on the Relationship between Customer Satisfaction, Business Ethics and Certain Related Variables," Journal of Applied Management and Investments, Department of Business Administration and Corporate Security, International Humanitarian University, vol. 6(1), pages 67-75, February.
  • Handle: RePEc:ods:journl:v:6:y:2017:i:1:p:67-75
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    References listed on IDEAS

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    1. repec:eee:joreco:v:16:y:2009:i:5:p:396-406 is not listed on IDEAS
    2. Chonko, Lawrence B. & Hunt, Shelby D., 1985. "Ethics and marketing management: An empirical examination," Journal of Business Research, Elsevier, vol. 13(4), pages 339-359, August.
    3. Marek Gnusowski, 2016. "Managing Customer Complaints in Professional Services," Journal of Applied Management and Investments, Department of Business Administration and Corporate Security, International Humanitarian University, vol. 5(4), pages 236-240, November.
    4. Roman, Sergio & Ruiz, Salvador, 2005. "Relationship outcomes of perceived ethical sales behavior: the customer's perspective," Journal of Business Research, Elsevier, vol. 58(4), pages 439-445, April.
    5. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
    6. Neelam Sheoliha, 2012. "Ethics And Social Issues In Marketing," Journal of Applied Management and Investments, Department of Business Administration and Corporate Security, International Humanitarian University, vol. 1(4), pages 435-443.
    7. Narzia Florin, 2014. "Employee and Customer Satisfaction through the Efficient Call Management Centre: An Overview," Journal of Applied Management and Investments, Department of Business Administration and Corporate Security, International Humanitarian University, vol. 3(3), pages 133-145.
    8. Leslier Valenzuela & Jay Mulki & Jorge Jaramillo, 2010. "Impact of Customer Orientation, Inducements and Ethics on Loyalty to the Firm: Customers’ Perspective," Journal of Business Ethics, Springer, vol. 93(2), pages 277-291, May.
    9. Geeta Kumari & Vittesh Bahuguna & Krishna M. Pandey, 2012. "Studies on job satisfaction: a case study of Engineers India Limited," Journal of Applied Management and Investments, Department of Business Administration and Corporate Security, International Humanitarian University, vol. 1(2), pages 175-179.
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