A Meta-analysis of Satisfaction-Loyalty Relationship in E-Commerce: Sample and Measurement Characteristics as Moderators
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DOI: 10.1007/s11277-018-5488-9
Abstract: With the development of the internet, practitioners and researchers alike need a cumulative, quantitative understanding of the satisfaction-loyalty relationship within the e-commerce domain. We conduct a meta-analysis that aggregates empirical findings from multiple literature fields… read more here.
Keywords: satisfaction; loyalty relationship; commerce; loyalty ... See more keywords
Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context
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DOI: 10.1016/j.jbusres.2016.10.014
Abstract: This paper investigates the relative effects of customer positive versus negative emotions on satisfaction and loyalty in a utilitarian service setting. In-depth interviews with 20 call-center customers identify emotions and appraisals related to the customer… read more here.
Keywords: emotions satisfaction; negative emotions; satisfaction loyalty; customer ... See more keywords
Determinants of loyalty to public transit: A model integrating Satisfaction-Loyalty Theory and Expectation-Confirmation Theory
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DOI: 10.1016/j.tra.2018.05.012
Abstract: Abstract Understanding passenger loyalty to public transit is important because it is a major determinant of urban and transport sustainability. An integrated framework to investigate loyalty by integrating Satisfaction-Loyalty Theory with Expectation-Confirmation Theory (ECT) is… read more here.
Keywords: theory; loyalty; satisfaction loyalty; public transit ... See more keywords
What influences satisfaction and loyalty in public transport? A review of the literature
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DOI: 10.1080/01441647.2017.1298683
Abstract: ABSTRACT Public transport ridership retention is a challenge for many cities. To develop comprehensive strategies aimed at retaining riders, it is necessary to understand the aspects of public transport that influence users to become loyal… read more here.
Keywords: loyalty public; transport; public transport; satisfaction loyalty ... See more keywords
Hotels’ sustainability practices and guests’ familiarity, attitudes and behaviours
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DOI: 10.1080/09669582.2020.1775622
Abstract: Abstract This study investigates the effects of hotel’s sustainability practices in three areas of sustainability and familiarity with those practices on hotel guest satisfaction and loyalty in the Kazakhstan hotel industry. Using a structural equation… read more here.
Keywords: familiarity; guest satisfaction; sustainability practices; satisfaction loyalty ... See more keywords
Motivations driving satisfaction and loyalty in cultural festivals: the case of Bahrain’s spring of culture festival
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DOI: 10.1080/23311886.2025.2556475
Abstract: Abstract This study examines the intrinsic motivations driving tourist satisfaction and loyalty at Bahrain’s Spring of Culture Festival. Based on data from 389 valid surveys, a structural equation model using the partial least squares technique… read more here.
Keywords: satisfaction loyalty; satisfaction; motivations driving; culture ... See more keywords
Model construction of engagement and outcomes in consumers food life
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DOI: 10.1108/bfj-06-2017-0344
Abstract: Purpose The purpose of this paper is to determine the impact of food-related lifestyle (FRL) and food-related personality traits (FRPTs) on customer satisfaction and loyalty so that sufficient evidence for forming a new pattern of… read more here.
Keywords: customer satisfaction; food; satisfaction loyalty; customer ... See more keywords
Impact of nonverbal customer-to-customer interactions on customer satisfaction and loyalty intentions
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DOI: 10.1108/ijchm-08-2019-0694
Abstract: This study aims to examine the relationship among nonverbal customer-to-customer interactions (CCIs), positive and negative emotions, customer satisfaction and loyalty intentions.,The conceptual model that was developed using the stimulus-organism-response theoretical framework was tested using a… read more here.
Keywords: customer satisfaction; loyalty intentions; satisfaction loyalty; customer ... See more keywords
Improving the satisfaction and loyalty of BPJS healthcare in Indonesia: a Sharia perspective
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DOI: 10.1108/jima-01-2020-0005
Abstract: Purpose The purpose of this study is to analyze how to improve the satisfaction and loyalty of Badan Penyelenggara Jaminan Sosial Kesehatan (BPJS) health patients in Indonesia based on services in Islamic hospitals, where the… read more here.
Keywords: satisfaction; bpjs health; satisfaction loyalty;
Citizens’ satisfaction and loyalty in digital public services: an empirical study on the Portuguese tax authority’s online platforms
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DOI: 10.1108/tg-05-2025-0117
Abstract: The digital transformation of public administration has positioned citizen satisfaction and loyalty as critical indicators for evaluating the effectiveness of digital services. This study aims to examine user perceptions of the Portuguese Tax Authority’s (Autoridade… read more here.
Keywords: satisfaction loyalty; satisfaction; tax authority; portuguese tax ... See more keywords
Destination landscape aesthetic attributes impact on tourists’ satisfaction and loyalty
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DOI: 10.1108/tr-08-2024-0750
Abstract: Purpose As landscape is a prerequisite for tourism destinations with rich aesthetic connotations, destination aesthetics research is becoming increasingly indispensable in tourism dynamics. However, previous landscape aesthetics literature has mostly focused on a single attribute,… read more here.
Keywords: satisfaction loyalty; destination; aesthetic attributes; landscape ... See more keywords