Abstract
This study attempts to model the development of brand loyalty by examining the simultaneous effects of customer orientation, perceived quality, brand associations, and satisfaction on brand loyalty. Data are used from retail banking and discount store retailing services to examine the direct and indirect effects of customer perceptions of customer orientation and quality on brand loyalty. It was found that customer orientation has a direct effect on brand loyalty and indirect effects through customer satisfaction, perceived quality, and brand associations as mediators. Further, perceived quality has a direct effect on brand loyalty as well as an indirect effect with satisfaction as a mediator. The results suggest that effective management of brand loyalty would require tracking of customer perceptions of a firm's customer orientation, quality and brand, in addition to measuring customer satisfaction.
Original language | English |
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Pages (from-to) | 1025-1046 |
Number of pages | 22 |
Journal | Service Industries Journal |
Volume | 30 |
Issue number | 7 |
DOIs | |
State | Published - Jul 2010 |
Keywords
- Brand loyalty in services
- Customer orientation
- Integrative brand loyalty model
- Mediating roles
- Perceived quality
- Satisfaction in services