Exploring the role of trust in the satisfaction - loyalty link: empirical evidence from a follow-up study / Rosidah Musa and Sarminah Samad

• Main Authors: Musa, Rosidah, Samad, Sarminah
• Format: Article
• Language: English
• Published: Institute of Research, Development and Commercialization (IRDC) 2005
• Subjects: Affection. Feeling. Emotion; Marketing; Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
• Online Access: https://ir.uitm.edu.my/id/eprint/12964/1/12964.pdf; https://ir.uitm.edu.my/id/eprint/12964/; https://smrj.uitm.edu.my/

Theoretically, satisfaction should be positively linked to customer loyalty but it is difficult to observe it because most customer satisfaction surveys rely on intentional behaviour data rather than actual behaviour. In response to this issue, a follow-up study was set to validate an integrative...