IDEAS home Printed from https://ideas.repec.org/a/ods/journl/v6y2017i1p67-75.html
   My bibliography  Save this article

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

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: http://www.jami.org.ua/Papers/JAMI_6_1_67-75.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. 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.
    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. 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.
    4. 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.
    5. Vesel, Patrick & Zabkar, Vesna, 2009. "Managing customer loyalty through the mediating role of satisfaction in the DIY retail loyalty program," Journal of Retailing and Consumer Services, Elsevier, vol. 16(5), pages 396-406.
    6. 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.
    7. 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.
    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.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Chen, R. & Hu, Y. & Wu, Y. & Zheng, X., 2019. "Performance Evaluation of Chinese Private Enterprises: A Comparative Study of Suning and Gome," Journal of Applied Management and Investments, Department of Business Administration and Corporate Security, International Humanitarian University, vol. 8(2), pages 57-70, May.
    2. Mihaela (Ștefan) Hint, 2018. "Quality as the Main Competitive Tool and Its Role in Accounting Performance: An Empirical Study in Lighting Equipment Industry," Journal of Applied Management and Investments, Department of Business Administration and Corporate Security, International Humanitarian University, vol. 7(4), pages 201-213, November.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Mbaye Fall Diallo & Christine Lambey-Checchin, 2017. "Consumers’ Perceptions of Retail Business Ethics and Loyalty to the Retailer: The Moderating Role of Social Discount Practices," Journal of Business Ethics, Springer, vol. 141(3), pages 435-449, March.
    2. Murali, S. & Pugazhendhi, S. & Muralidharan, C., 2016. "Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty – A case study of home appliances business," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 67-83.
    3. Charles Schwepker & David Good, 2011. "Moral Judgment and its Impact on Business-to-Business Sales Performance and Customer Relationships," Journal of Business Ethics, Springer, vol. 98(4), pages 609-625, February.
    4. Bahri-Ammari, Nedra & Bilgihan, Anil, 2017. "The effects of distributive, procedural, and interactional justice on customer retention: An empirical investigation in the mobile telecom industry in Tunisia," Journal of Retailing and Consumer Services, Elsevier, vol. 37(C), pages 89-100.
    5. Aboul-Dahab, Sameh & Agag, Gomaa & Hassan Abdelmoety, Ziad, 2021. "Examining the influence of cultural and ethical ideology on consumers’ perceptions about the ethics of online retailers and its effects on their loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    6. Katerina Paschalidou & Efi Tsitskari & Kostas Alexandris & Thomas Karagiorgos & Dionisios Filippou, 2023. "Segmenting Fitness Center Customers: Leveraging Perceived Ethicality for Enhanced Loyalty, Trust, and Word-of-Mouth Communication," Sustainability, MDPI, vol. 15(22), pages 1-19, November.
    7. Kumar, V. & Pozza, Ilaria Dalla & Ganesh, Jaishankar, 2013. "Revisiting the Satisfaction–Loyalty Relationship: Empirical Generalizations and Directions for Future Research," Journal of Retailing, Elsevier, vol. 89(3), pages 246-262.
    8. Erifili Papista & Athanasios Krystallis, 2013. "Investigating the Types of Value and Cost of Green Brands: Proposition of a Conceptual Framework," Journal of Business Ethics, Springer, vol. 115(1), pages 75-92, June.
    9. Singhapakdi, Anusorn & Sirgy, M. Joseph & Lee, Dong-Jin, 2010. "Is small business better than big business for marketing managers?," Journal of Business Research, Elsevier, vol. 63(4), pages 418-423, April.
    10. Low, Wen-Shinn & Lee, Jeng-Da & Cheng, Soo-May, 2013. "The link between customer satisfaction and price sensitivity: An investigation of retailing industry in Taiwan," Journal of Retailing and Consumer Services, Elsevier, vol. 20(1), pages 1-10.
    11. Ahmed Tolba & Iman Seoudi & Hakim Meshriki & Mina AbdelShahid, 2015. "Impact Of Ethical Sales Behavior, Quality And Image On Customer Satisfaction And Loyalty: Evidence From Retail Banking In Egypt," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 8(2), pages 1-18.
    12. Naif Mutlaq Al Otaibi & Kausar Yasmeen, 2014. "An Overview of Customer Loyalty, Perceived Service Quality and Customer Satisfaction: Brief on Saudi Grocery Stores," Journal of Entrepreneurship and Business Innovation, Macrothink Institute, Journal of Entrepreneurship and Business Innovation, vol. 1(1), pages 79-122, June.
    13. Leonidas Leonidou & Olga Kvasova & Constantinos Leonidou & Simos Chari, 2013. "Business Unethicality as an Impediment to Consumer Trust: The Moderating Role of Demographic and Cultural Characteristics," Journal of Business Ethics, Springer, vol. 112(3), pages 397-415, February.
    14. Wasib B Latif & Md. Aminul Islam & Idris Bin Mohd Noor, 2014. "A Conceptual Framework to Build Brand Loyalty in the Modern Marketing Environment," Journal of Asian Scientific Research, Asian Economic and Social Society, vol. 4(10), pages 547-557, October.
    15. Philipp Afèche & Mojtaba Araghi & Opher Baron, 2017. "Customer Acquisition, Retention, and Service Access Quality: Optimal Advertising, Capacity Level, and Capacity Allocation," Manufacturing & Service Operations Management, INFORMS, vol. 19(4), pages 674-691, October.
    16. Angulo-Ruiz, Fernando & Pergelova, Albena & Cheben, Juraj & Angulo-Altamirano, Eladio, 2016. "A cross-country study of marketing effectiveness in high-credence services," Journal of Business Research, Elsevier, vol. 69(9), pages 3636-3644.
    17. Andreas Herrmann & Michael D. Johnson, 1999. "Die Kundenzufriedenheit als Bestimmungsfaktor der Kundenbindung," Schmalenbach Journal of Business Research, Springer, vol. 51(6), pages 579-598, June.
    18. Chen, Yanyan & Mandler, Timo & Meyer-Waarden, Lars, 2021. "Three decades of research on loyalty programs: A literature review and future research agenda," Journal of Business Research, Elsevier, vol. 124(C), pages 179-197.
    19. Yeung, Matthew C.H. & Ramasamy, Bala & Chen, Junsong & Paliwoda, Stan, 2013. "Customer satisfaction and consumer expenditure in selected European countries," International Journal of Research in Marketing, Elsevier, vol. 30(4), pages 406-416.
    20. Vishal Gaur & Young-Hoon Park, 2007. "Asymmetric Consumer Learning and Inventory Competition," Management Science, INFORMS, vol. 53(2), pages 227-240, February.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ods:journl:v:6:y:2017:i:1:p:67-75. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Anatoliy G. Goncharuk (email available below). General contact details of provider: https://edirc.repec.org/data/dmonaua.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.