The Effects of Trust, Commitment and Satisfaction on Customer Loyalty in the Distribution Sector

L. Bricci · Anabela Oliveira da Silva Fragata · Joaquim Antunes

116 citations0/0 files storedJournal of Economics Business and Management

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Customer Service Quality and Loyalty Job Satisfaction and Organizational Behavior Customer churn and segmentation

Abstract

The main goal of this investigation is to demonstrate the main effects of trust, commitment and customer satisfaction on loyalty with a sample of customers from the distribution sector in Portugal. The results showed that trust has a positive and direct effect on commitment, also trust has a positive and direct effect on satisfaction, commitment has a positive and direct effect on loyalty and satisfaction has a positive and direct effect on loyalty, thus it´s important for this companies the improvement of responsibility, development of team skills, empowering employees and the company in a sense to fulfil commitments and performing the co-creation of value.

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References

1994The Commitment-Trust Theory of Relationship Marketing 1998Not So Different After All: A Cross-Discipline View Of Trust 1987Developing Buyer-Seller Relationships 1994Customer Loyalty: Toward an Integrated Conceptual Framework 1990A Model of Distributor Firm and Manufacturer Firm Working Partnerships 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings 1982An Investigation into the Determinants of Customer Satisfaction 1995TRUST: THE CONNECTING LINK BETWEEN ORGANIZATIONAL THEORY AND PHILOSOPHICAL ETHICS

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