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The Impact of Customer Satisfaction on Customer Loyalty: Mediating Role of Customer Trust
| Content Provider | Semantic Scholar |
|---|---|
| Author | Iqbal, Maryam Shah, Anura Binti Azlan Rashid, Hina Butt, Hashim Awais Iqbal, Husnain Joya, Amir Iqbal Edan, Mahmoud Arif |
| Copyright Year | 2016 |
| Abstract | This research project examines the relationship between customer satisfaction, customer trust and customer loyalty. We held the assumption that customer trust mediates the relationship between customer satisfaction and customer loyalty; we used a sample size of 131 customers of the telecom sector of Pakistan. Our research finding partially supported our hypothesis, we found that customer satisfaction positively related to customer trust and customer trust is positively related to customer loyalty, whereas customer trust did not mediate the relationship between customer satisfaction and customer loyalty. |
| Starting Page | 1 |
| Ending Page | 15 |
| Page Count | 15 |
| File Format | PDF HTM / HTML |
| Volume Number | 1 |
| Alternate Webpage(s) | http://www.jbmes.com/The%20Impact%20of%20Customer%20Satisfaction%20on%20Customer%20Loyalty.pdf |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
