Customer Loyalty, Repurchase and Satisfaction: A Meta-Analytical Review

Tamilla Curtis · Russell Abratt · Dawna L. Rhoades · Paul A. Dion

100 citations0/0 files storedThe Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Customer churn and segmentation

Abstract

The purpose of this article is to investigate the relationship between customer loyalty, repurchase/repurchase intent and satisfaction in order to attempt to resolve the mixed views on these concepts. A quantitative review of loyalty-repurchasesatisfaction constructs was conducted to identify the strength and direction of the researched relationships and the influence of possible moderating factors affecting those relationships. The Hunter and Schmidt (1990) meta-analytical technique and software were employed. The results demonstrate that loyalty and satisfaction indicate strong positive relationships (0.54). Repurchase and satisfaction display a complicated relationship, which confirmed the view that satisfaction does not explain repurchase behavior. Repurchase intent and satisfaction display strong positive relationships in the meta-analysis (0.63) and moderator analyses. Loyalty and repurchase/repurchase intent indicate the strongest positive relationship (0.71) among all conducted analyses. This study provides value to managers dealing with customer satisfaction, loyalty, and repurchase by presenting a detailed overview of these three concepts, and relationships between them.

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1988Structural equation modeling in practice: A review and recommended two-step approach.1994The Commitment-Trust Theory of Relationship Marketing 1980Significance tests and goodness of fit in the analysis of covariance structures.1996The Behavioral Consequences of Service Quality 1999Whence Consumer Loyalty?1994Customer Loyalty: Toward an Integrated Conceptual Framework 1992A National Customer Satisfaction Barometer: The Swedish Experience

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2020Driving consumer–brand engagement and co-creation by brand interactivity 2023Customer satisfaction, loyalty behaviors, and firm financial performance: what 40 years of research tells us 2016Consumer Satisfaction and Repurchase Intentions 2021The effect of multidimensional service quality on word of mouth in university on-campus healthcare centers 2016Employee Mere Presence and Its Impact on Customer Satisfaction

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