Abstract/Details

The impact of attribute satisfaction on overall satisfaction, attitudinal loyalty and behavioral loyalty


2008 2008

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Abstract (summary)

Retaining customers remains a topic of great interest to business-to-business service providers as companies transition from a mode of growth characterized by acquisition and mergers and industry consolidation, to a mode of growth characterized by organic growth. Many companies attempt to develop loyalty through improved customer service and satisfaction of key service attributes. This is particularly the case in the healthcare industry.

Despite the prevalence of satisfaction and loyalty as drivers of customer retention, little progress has been made in conceptualizing and testing frameworks that can explain the impact of satisfaction on behavioral loyalty in business-to-business relationships. In particular, many studies have reviewed the impact of satisfaction on attitudinal loyalty. However, few studies have attempted to empirically test the consequences of satisfaction on behavioral loyalty.

This study empirically examines the attitudinal and behavioral consequences of satisfaction. A baseline framework was established. Mediating influences were introduced to improve the explanatory power of the proposed nomological structure. In addition a scale was developed from focus groups and factor analysis that measured the key domains of satisfaction in the particular industry. Finally, the use of structural equation modeling permitted the simultaneous measurement validation of the satisfaction instrument and the statistical validity of the moderating effects of variables from goodness-of-fit indices.

The findings of the study show that the link between attribute satisfaction, overall satisfaction and attitudinal satisfaction is real. Satisfaction matters in that it is an important antecedent of attitudinal loyalty. However, the link between attitudinal loyalty and behavioral loyalty is weaker than anticipated given the extensive literature research. Future research needs to shed more light on the reasons for this lack of strength in the correlation between two key dependent variables of consumer and buyer behavior.

Indexing (details)


Subject
Marketing;
Impact analysis;
Customer satisfaction;
Behavior
Classification
0338: Marketing
Identifier / keyword
Social sciences; Attitude; Attitudinal loyalty; Attribute satisfaction; Behavioral loyalty; Loyalty; Retention; Satisfaction; Service quality; Switching behavior
Title
The impact of attribute satisfaction on overall satisfaction, attitudinal loyalty and behavioral loyalty
Author
Froehling, Hans C.
Number of pages
200
Publication year
2008
Degree date
2008
School code
1191
Source
DAI-A 69/01, Dissertation Abstracts International
Place of publication
Ann Arbor
Country of publication
United States
ISBN
9780549413912
Advisor
Johnson, William C.
University/institution
Nova Southeastern University
University location
United States -- Florida
Degree
D.B.A.
Source type
Dissertations & Theses
Language
English
Document type
Dissertation/Thesis
Dissertation/thesis number
3295966
ProQuest document ID
304830196
Copyright
Database copyright ProQuest LLC; ProQuest does not claim copyright in the individual underlying works.
Document URL
http://search.proquest.com/docview/304830196/abstract
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