Role of customer orientation in an integrative model of brand loyalty in services

Hong Youl Ha, Joby John

Research output: Contribution to journalArticlepeer-review

42 Scopus citations

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 languageEnglish
Pages (from-to)1025-1046
Number of pages22
JournalService Industries Journal
Volume30
Issue number7
DOIs
StatePublished - Jul 2010

Keywords

  • Brand loyalty in services
  • Customer orientation
  • Integrative brand loyalty model
  • Mediating roles
  • Perceived quality
  • Satisfaction in services

Fingerprint

Dive into the research topics of 'Role of customer orientation in an integrative model of brand loyalty in services'. Together they form a unique fingerprint.

Cite this