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The relationship between satisfaction and loyalty: A mediator analysis

Citations

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  1. Gyutae Lee & Yunsik Kim, 2022. "Effects of Resistance Barriers to Service Robots on Alternative Attractiveness and Intention to Use," SAGE Open, , vol. 12(2), pages 21582440221, May.
  2. Chen, Xin & Guo, Shuojia & Xiong, Jie & Ye, Zhuxin, 2023. "Customer engagement, dependence and loyalty: An empirical study of Chinese customers in multitouch service encounters," Technological Forecasting and Social Change, Elsevier, vol. 197(C).
  3. Michela C. Mason & Francesco Massara & Francesco Raggiotto, 2022. "An analysis of the relationships between human, technological and physical factors in the retail banking sector," Italian Journal of Marketing, Springer, vol. 2022(2), pages 249-266, June.
  4. Sadrac Jean Pierre & Claudel Mombeuil, 2025. "The boomerang effect of positive word-of-mouth: understanding switching intentions in the mobile payment market," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 30(2), pages 1-24, June.
  5. Beichen Liang & Wei Fu, 2021. "The choice of brand extension: the moderating role of brand loyalty on fit and brand familiarity," Journal of Marketing Analytics, Palgrave Macmillan, vol. 9(1), pages 17-32, March.
  6. Russo, Ivan & Confente, Ilenia & Gligor, David M. & Autry, Chad W., 2016. "To be or not to be (loyal): Is there a recipe for customer loyalty in the B2B context?," Journal of Business Research, Elsevier, vol. 69(2), pages 888-896.
  7. Ha Thu Nguyen & Hoang Nguyen & Nhan Duc Nguyen & Anh Chi Phan, 2018. "Determinants of Customer Satisfaction and Loyalty in Vietnamese Life-Insurance Setting," Sustainability, MDPI, vol. 10(4), pages 1-16, April.
  8. Ahmad Mostafa Abdeltawab & Zakia Obaidalahe, 2020. "The effect of anomalous emotional scenes in children’s movies on future revenues," Eurasian Business Review, Springer;Eurasia Business and Economics Society, vol. 10(3), pages 475-492, September.
  9. Albort-Morant, Gema & Leal-Millán, Antonio & Cepeda-Carrión, Gabriel, 2016. "The antecedents of green innovation performance: A model of learning and capabilities," Journal of Business Research, Elsevier, vol. 69(11), pages 4912-4917.
  10. Eric Gonu & Johnson Okeniyi & Gloria Kakrabah-Quarshie Agyapong, 2024. "Customer relationship management practices and organisational performance of commercial banks in Ghana: a mediation analysis," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(2), pages 607-624, June.
  11. Dirsehan, Taşkın & Cankat, Ece, 2021. "Role of mobile food-ordering applications in developing restaurants’ brand satisfaction and loyalty in the pandemic period," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
  12. Kamini Rai & Abha Gupta & Anshu Tyagi, 2021. "Personality Traits Leads to Investor’s Financial Risk Tolerance: A Structural Equation Modelling Approach," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 46(4), pages 422-437, November.
  13. 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.
  14. Rialti, Riccardo & Zollo, Lamberto & Ferraris, Alberto & Alon, Ilan, 2019. "Big data analytics capabilities and performance: Evidence from a moderated multi-mediation model," Technological Forecasting and Social Change, Elsevier, vol. 149(C).
  15. Chen, Yong & Li, Xiang (Robert), 2018. "Does a happy destination bring you happiness? Evidence from Swiss inbound tourism," Tourism Management, Elsevier, vol. 65(C), pages 256-266.
  16. Muhammad Irfan & Mohammad Farid Shamsudin & Noor Hadi, 2016. "How Important Is Customer Satisfaction? Quantitative Evidence from Mobile Telecommunication Market," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(6), pages 1-57, May.
  17. Liying He & Kamisah Ismail, 2023. "Do staff capacity and performance-based budgeting improve organisational performance? Empirical evidence from Chinese public universities," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 10(1), pages 1-16, December.
  18. Minh-Tri Ha & Giang-Do Nguyen & Bao-Son Doan, 2023. "Understanding the mediating effect of switching costs on service value, quality, satisfaction, and loyalty," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 10(1), pages 1-14, December.
  19. Mohamed Sobhy Temerak, 2016. "Examining the impact of the attractiveness of alternatives on customers’ perceptions of price tolerance: Moderation and mediation analyses," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 21(4), pages 284-297, December.
  20. Rafael Bautista-Mesa & Horacio Molina Sánchez & Jesús Nicolás Ramírez Sobrino, 2018. "Audit workplace simulations as a methodology to increase undergraduates’ awareness of competences," Accounting Education, Taylor & Francis Journals, vol. 27(3), pages 234-258, May.
  21. Pradeep Kautish & Arpita Khare & Rajesh Sharma, 2022. "Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia," Journal of Marketing Analytics, Palgrave Macmillan, vol. 10(3), pages 261-278, September.
  22. Scarpi, Daniele & Pizzi, Gabriele & Raggiotto, Francesco & Mason, Michela, 2018. "A qualitative comparative analysis (QCA) of satisfaction toward extreme sporting Events," Australasian marketing journal, Elsevier, vol. 26(4), pages 358-368.
  23. Chuks Otioma, 2023. "IT Capability, Organisational Learning and Innovation Performance of Firms in Kenya," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 14(3), pages 3489-3517, September.
  24. Kuppelwieser, Volker G. & Sarstedt, Marko, 2014. "Exploring the influence of customers' time horizon perspectives on the satisfaction–loyalty link," Journal of Business Research, Elsevier, vol. 67(12), pages 2620-2627.
  25. Fatima Akhtar & K. S. Thyagaraj & Niladri Das, 2018. "Perceived Investment Performance of Individual Investors is Related to the Big-Five and the General Factor of Personality (GPF)," Global Business Review, International Management Institute, vol. 19(2), pages 342-356, April.
  26. El Sayed A. Nagy & Wafaa Galal Marzouk, 2018. "Factors Affecting Customer Citizenship Behavior: A Model of University Students," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 10(1), pages 54-70, March.
  27. Raggiotto, Francesco & Scarpi, Daniele & Mason, Michela C., 2019. "Faster! More! Better! Drivers of upgrading among participants in extreme sports events," Journal of Business Research, Elsevier, vol. 102(C), pages 1-11.
  28. Rasoolimanesh, S. Mostafa & Ringle, Christian M. & Jaafar, Mastura & Ramayah, T., 2017. "Urban vs. rural destinations: Residents’ perceptions, community participation and support for tourism development," Tourism Management, Elsevier, vol. 60(C), pages 147-158.
  29. Tang, Jiansheng & Zhou, Jiamin & Zheng, Chundong & Jiao, Sijing, 2022. "More expectations, more disappointments: Ego depletion in uncertain promotion," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
  30. M. F. Mpwanya, 2022. "An Empirical Examination of the Overall Customer Satisfaction with the Service Delivery of Mobile Network Operators in South Africa," Global Business Review, International Management Institute, vol. 23(1), pages 20-36, February.
  31. Chuah, Stephanie Hui-Wen & Marimuthu, Malliga & Kandampully, Jay & Bilgihan, Anil, 2017. "What drives Gen Y loyalty? Understanding the mediated moderating roles of switching costs and alternative attractiveness in the value-satisfaction-loyalty chain," Journal of Retailing and Consumer Services, Elsevier, vol. 36(C), pages 124-136.
  32. Maria Giovina Pasca & Roberta Guglielmetti Mugion & Laura Di Pietro & Maria Francesca Renzi, 2025. "Unveiling the role of gamification in shared mobility services," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 27(6), pages 13371-13410, June.
  33. Park, Joonyong & Kim, Renee B., 2022. "Importance of offline service quality in building loyalty of OC service brand," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
  34. Pomirleanu, Nadia & Chennamaneni, Pavan Rao & Krishen, Anjala S., 2016. "Easy to please or hard to impress: Elucidating consumers' innate satisfaction," Journal of Business Research, Elsevier, vol. 69(5), pages 1914-1918.
  35. Danilov, Yury A. (Данилов, Юрий) & Dustova, E.A. (Дустова, Е.), 2016. "Monitoring of the Global Competitiveness of the Russian Financial Market and Analysis of Measures for Its Improvement [Мониторинг Глобальной Конкурентоспособности Финансового Рынка Российской Федер," Working Papers 1664, Russian Presidential Academy of National Economy and Public Administration.
  36. Blanco-Oliver, Antonio & Irimia-Dieguez, Ana & Reguera-Alvarado, Nuria, 2016. "Prediction-oriented PLS path modeling in microfinance research," Journal of Business Research, Elsevier, vol. 69(10), pages 4643-4649.
  37. Beichen Liang, 2022. "How brand experience, satisfaction, trust, and commitment affect loyalty: a reexamination and reconciliation," Italian Journal of Marketing, Springer, vol. 2022(2), pages 203-231, June.
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