Access the full text.
Sign up today, get DeepDyve free for 14 days.
Loading next page...
/lp/emerald-publishing/factors-responsible-for-making-young-urban-consumers-brand-loyal-w9c16qGPO7
References (98)
-
Tom Brown, Gilbert Churchill, J. Peter (1993)
Improving the measurement of service qualityJournal of Retailing, 69
-
Yonggui Wang, H. Lo, Renyong Chi, Yongheng Yang (2004)
An integrated framework for customer value and customer‐relationship‐management performance: a customer‐based perspective from ChinaManaging Service Quality, 14
-
R. Morgan, S. Hunt (1994)
The Commitment-Trust Theory of Relationship MarketingJournal of Marketing, 58
-
R. Chu (2002)
Stated‐importance versus derived‐importance customer satisfaction measurementJournal of Services Marketing, 16
-
B. Wansink, M. Ray (1996)
Advertising Strategies to Increase Usage FrequencyJournal of Marketing, 60
-
In search of brand image: a foundation analysis
Advances in Consumer Research, 17
-
Toyin Clottey, D. Collier, Michael Stodnick (2008)
DRIVERS OF CUSTOMER LOYALTY IN A RETAIL STORE ENVIRONMENTJournal of Service Science, 1
-
Sunil Gupta, V. Zeithaml (2006)
Customer Metrics and Their Impact on Financial PerformanceMarketing Science, 25
-
K. Venetis, P. Ghauri (2004)
Service quality and customer retention: building long‐term relationshipsEuropean Journal of Marketing, 38
-
H. Kaiser (1970)
A second generation little jiffyPsychometrika, 35
-
Rolph Anderson, S. Srinivasan (2003)
E‐satisfaction and e‐loyalty: A contingency frameworkPsychology & Marketing, 20
-
Nha Nguyen, Gaston Leblanc (2001)
Corporate image and corporate reputation in customers` retention decisions in servicesJournal of Retailing and Consumer Services, 8
-
B. Carroll, Aaron Ahuvia (2006)
Some antecedents and outcomes of brand loveMarketing Letters, 17
-
Service quality: the six criteria of good perceived service quality
Review of Business, 9
-
Mehdi Zaibaf, F. Taherikia, Meysam Fakharian (2013)
Effect of Perceived Service Quality on Customer Satisfaction in Hospitality Industry: Gronroos’ Service Quality Model DevelopmentJournal of Hospitality Marketing & Management, 22
-
I. Roos (1999)
Switching Processes in Customer RelationshipsJournal of Service Research, 2
-
Patricia Doney, Joseph Cannon (1997)
An Examination of the Nature of Trust in Buyer–Seller Relationships:Journal of Marketing, 61
-
Heejin Lim, R. Widdows, Jungkun Park (2006)
M‐loyalty: winning strategies for mobile carriersJournal of Consumer Marketing, 23
-
Michael Johnson, C. Fornell (1991)
A Framework for Comparing Customer Satisfaction across Individuals and Product CategoriesJournal of Economic Psychology, 12
-
Serkan Aydin, G. Özer, Ömer Arasil (2005)
Customer loyalty and the effect of switching costs as a moderator variable A case in the Turkish mobile phone marketMarketing Intelligence & Planning, 23
-
(2012)
A link for perceived price, price fairness and customer satisfaction -
EX-SERVQUAL: an instrument to measure service quality of extranets
-
Serkan Aydin, G. Özer (2006)
How switching costs affect subscriber loyalty in the Turkish mobile phone market: An exploratory studyJournal of Targeting, Measurement and Analysis for Marketing, 14
-
C. Rootman, B. Zeka (2013)
The brand image and performance of small and medium enterprises: How can social responsibility activities help?, 13
-
Susan Fournier, Julie Yao (1997)
Reviving brand loyalty: A reconceptualization within the framework of consumer-brand relationshipsInternational Journal of Research in Marketing, 14
-
G. Lau, Sook Lee (1999)
Consumers' Trust in a Brand and the Link to Brand LoyaltyJournal of Market-Focused Management, 4
-
J. Steenkamp, H. Baumgartner (2000)
On the use of structural equation models for marketing modelingInternational Journal of Research in Marketing, 17
-
I. Santouridis, P. Trivellas (2010)
Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in GreeceThe Tqm Journal, 22
-
Jenni Romaniuk, M. Nenycz-Thiel (2013)
Behavioral brand loyalty and consumer brand associationsJournal of Business Research, 66
-
P. Bentler, D. Bonett (1980)
Significance Tests and Goodness of Fit in the Analysis of Covariance StructuresPsychological Bulletin, 88
-
K. Cody, B. Hope (1999)
An instrument to measure service quality of Extranets -
D. Yoo, J. Park (2007)
Perceived service qualityInternational Journal of Quality & Reliability Management, 24
-
Mei-Lien Li, Robert Green (2010)
A mediating influence on customer loyalty : The role of perceived value -
N. Nawaz, Ahmad Usman (2011)
What Makes Customers Brand Loyal : A Study on Telecommunication Sector of Pakistan -
Dawn Dobni, G. Zinkhan (1990)
In Search of Brand Image: a Foundation AnalysisACR North American Advances, 17
-
Rini Setiowati, Andradea Putri (2012)
The Impact of Perceived Value on Customer Satisfaction, Loyalty, Recommendation and Repurchase. An Empirical Study of Spa Industry in Indonesia -
Ellisha Nasruddin, Reevany Bustami (2007)
THE YIN AND YANG OF CSR ETHICAL BRANDINGAsian Academy of Management Journal, 12
-
Richard Spreng, R. Mackoy (1996)
An empirical examination of a model of perceived service quality and satisfactionJournal of Retailing, 72
-
Sarah Foley (2011)
Users as Co-Inventors: A Model for Involving Users in the Early Stages of New Product Development -
S. Rahman, A. Haque, Mohd. Ahmad (2010)
Exploring influencing factors for the selection of mobile phone service providers: A structural equational modeling (SEM) approach on Malaysian consumersAfrican Journal of Business Management, 4
-
Young Kim, D. Kim, Kathy Wachter (2013)
A study of mobile user engagement (MoEN): Engagement motivations, perceived value, satisfaction, and continued engagement intentionDecis. Support Syst., 56
-
Martin Wetzels, G. Odekerken-Schröder, Claudia Oppen (2009)
Using PLS path modeling for assessing hierarchial construct models: guidelines and impirical illustrationManagement Information Systems Quarterly, 33
-
Nacef Mouri (2005)
A Consumer-based Assessment Of Alliance Performance: An Examination Of Consumer Value, Satisfaction And Post-purchase Behavior -
Kamolwan Tovikkai, Wiwatchai Jirawattananukool (2010)
An Exploratory Study on Young Thai Women Consumer Behavior toward Purchasing Luxury Fashion Brands -
Z. Zhang, Y. Feng (2009)
The impact of customer relationship marketing tactics on customer loyalty within Swedish mobile telecommunication industry -
Li-tze Hu, P. Bentler (1999)
Cutoff criteria for fit indexes in covariance structure analysis : Conventional criteria versus new alternativesStructural Equation Modeling, 6
-
L. Rosenberg, John Czepiel (1984)
A MARKETING APPROACH FOR CUSTOMER RETENTIONJournal of Consumer Marketing, 1
-
L. Hollebeek (2013)
The Customer Engagement/Value Interface: An Exploratory InvestigationAustralasian Marketing Journal, 21
-
Arjun Chaudhuri, M. Holbrook (2001)
The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand LoyaltyJournal of Marketing, 65
-
S. Rundle‐Thiele, R. Bennett (2001)
A brand for all seasons? A discussion of brand loyalty approaches and their applicability for different markets -
E. Anderson (1996)
Customer satisfaction and price toleranceMarketing Letters, 7
-
B. Williams, A. Onsman, T. Brown (2010)
Exploratory Factor Analysis: A Five-Step Guide for NovicesAustralian Journal of Paramedicine, 8
-
R. Brodie, A. Ilić, Biljana Juric, L. Hollebeek (2013)
Consumer engagement in a virtual brand community: An exploratory analysisJournal of Business Research, 66
-
A. Khalifa (2004)
Customer value: a review of recent literature and an integrative configurationManagement Decision, 42
-
Rosemond Boohene, G. Agyapong (2010)
Analysis of the Antecedents of Customer Loyalty of Telecommunication Industry in Ghana: The Case of Vodafone (Ghana)International Business Research, 4
-
A. Parasuraman, V. Zeithaml, L. Berry (1988)
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.Journal of Retailing, 64
-
Grace Onyancha (2013)
The Impact of Bank Brand Image on Customer Satisfaction and Loyalty: A Case of Kenya Commercial BankEuropean Journal of Business and Management, 5
-
B.B. Jackson (1985)
Build customer relationships that lastHarvard Business Review
-
J.A.R. Bastos, P.D.M. Gallego (2008)
Pharmacies customer satisfaction and loyalty – a framework analysis -
James Anderson, James Narus (1990)
A Model of Distributor Firm and Manufacturer Firm Working PartnershipsJournal of Marketing, 54
-
W. Bearden, Jesse Teel (1983)
Selected Determinants of Consumer Satisfaction and Complaint ReportsJournal of Marketing Research, 20
-
Ahmad Jamal, Kyriaki Anastasiadou (2009)
INVESTIGATING THE EFFECTS OF SERVICE QUALITY DIMENSIONS AND EXPERTISE ON LOYALTYEuropean Journal of Marketing, 43
-
Haesung Lee, Joonhee Kwon (2013)
Ontology Model-based Situation and Socially-Aware Health Care Service in a Smart Home EnvironmentInternational Journal of Smart Home, 7
-
J. Smith, M. Colgate (2007)
Customer Value Creation: A Practical FrameworkJournal of Marketing Theory and Practice, 15
-
M. Hossain, Nusrat Suchy (2013)
INFLUENCE OF CUSTOMER SATISFACTION ON LOYALTY: A STUDY ON MOBILE TELECOMMUNICATION INDUSTRYJournal of Social Sciences, 9
-
S. Mulaik, Larry James, Judith Alstine, Nathan Bennett, Sherri Lind, C. Stilwell (1989)
EVALUATION OF GOODNESS-OF-FIT INDICES FOR STRUCTURAL EQUATION MODELSPsychological Bulletin, 105
-
Johanna Gummerus (2013)
Value creation processes and value outcomes in marketing theoryMarketing Theory, 13
-
Serkan Aydin, G. Özer (2005)
The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication marketEuropean Journal of Marketing, 39
-
Youjae Yi (1989)
A Critical review of consumer satisfaction -
C. Fornell, D. Larcker (1981)
Evaluating Structural Equation Models with Unobservable Variables and Measurement ErrorJournal of Marketing Research, 18
-
S. Gounaris (2005)
Trust and commitment influences on customer retention: insights from business-to-business servicesJournal of Business Research, 58
-
Alan Dick, K. Basu (1994)
Customer loyalty: Toward an integrated conceptual frameworkJournal of the Academy of Marketing Science, 22
-
Y. Bae (2012)
Three essays on the customer satisfaction customer loyalty association -
Michael Jones, David Mothersbaugh, S. Beatty (2000)
Switching barriers and repurchase intentions in servicesJournal of Retailing, 76
-
C. Fornell (1992)
A National Customer Satisfaction Barometer: The Swedish Experience:Journal of Marketing, 56
-
Sadia Jahanzeb, Tasneem Fatima, B. Khan (2011)
An empirical analysis of customer loyalty in Pakistan's telecommunication industryJournal of Database Marketing & Customer Strategy Management, 18
-
Hsin‐Hui Lin, Yi-Shun Wang (2006)
An examination of the determinants of customer loyalty in mobile commerce contextsInf. Manag., 43
-
Oz Shy, Oz Shy (2002)
A quick-and-easy method for estimating switching costsInternational Journal of Industrial Organization, 20
-
(2002)
Measuring attitudinal brand loyalty -
J. Petrick (2002)
Development of a Multi-Dimensional Scale for Measuring the Perceived Value of a ServiceJournal of Leisure Research, 34
-
Nha Nguyen, Gaston Leblanc (1998)
The mediating role of corporate image on customers’ retention decisions: an investigation in financial servicesInternational Journal of Bank Marketing, 16
-
The effect of brand image on overall satisfaction and loyalty intention in the context of color cosmetic
Asian Academy of Management Journal, 12
-
E. Choi, Soo-Hyun Kim (2013)
The Study of the Impact of Perceived Quality and Value of Social Enterprises on Customer Satisfaction and Re-Purchase Intention -
C. Grönroos (1984)
A Service Quality Model and its Marketing ImplicationsEuropean Journal of Marketing, 18
-
M. Bartlett (1950)
TESTS OF SIGNIFICANCE IN FACTOR ANALYSISBritish Journal of Statistical Psychology, 3
-
R. Bennett, S. Rundle‐Thiele (2002)
A comparison of attitudinal loyalty measurement approachesJournal of Brand Management, 9
-
C. Moorman, G. Zaltman, Rohit Deshpandé (1992)
Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between OrganizationsJournal of Marketing Research, 29
-
J. Bloemer, H. Kasper (1995)
The complex relationship between consumer satisfaction and brand loyaltyJournal of Economic Psychology, 16
-
Liezl-Marié Kruger, Stephanie Kuhn, D. Petzer, P. Mostert (2013)
Investigating brand romance, brand attitude and brand loyalty in the cellphone industry, 13
-
Lars Grønholdt, A. Martensen, K. Kristensen (2000)
The relationship between customer satisfaction and loyalty: Cross-industry differencesTotal Quality Management, 11
-
E. Delgado-Ballester, J. Munuera-Alemán (2001)
Brand trust in the context of consumer loyaltyEuropean Journal of Marketing, 35
-
V. Zeithaml, L. Berry, A. Parasuraman (1996)
The Behavioral Consequences of Service QualityJournal of Marketing, 60
-
(1971)
A model of multi-brand loyalty -
L. Berry (1995)
Relationship marketing of services—growing interest, emerging perspectivesJournal of the Academy of Marketing Science, 23
-
N. Sharma, P. Patterson (2000)
Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional, consumer servicesInternational Journal of Service Industry Management, 11
-
Ellen Garbarino, Mark Johnson (1999)
The Different Roles of Satisfaction, Trust, and Commitment in Customer RelationshipsJournal of Marketing, 63
-
Anne Mollen, Hugh Wilson (2010)
Engagement, telepresence and interactivity in online consumer experience: Reconciling scholastic and managerial perspectivesJournal of Business Research, 63
-
N. Bontis, Lorne Booker, A. Serenko (2007)
The mediating effect of organizational reputation on customer loyalty and service recommendation in the banking industryManagement Decision, 45
- Publisher
- Emerald Publishing
- Copyright
- © Emerald Publishing Limited
- ISSN
- 0262-1711
- DOI
- 10.1108/jmd-01-2019-0029
- Publisher site
- See Article on Publisher Site
Abstract
The purpose of this paper is to find out what are the factors responsible for making urban young consumers loyal to a particular brand.Design/methodology/approachThe researcher used the convenience sampling method, and 206 respondents provided their responses from Kolkata. The study used exploratory factor analysis and confirmatory factor analysis with the help of AMOS software to find out the result, and the responses were collected from young urban customers only.FindingsThe study reveals that service quality is the most influencing factor, and it has a significant and positive effect on satisfaction. The result also reveals that satisfaction does have a direct impact on brand loyalty.Originality/valueThe study has been conducted in Kolkata, and the perception has been gathered from the young consumers only. In this domain, so far, no studies have been conducted in West Bengal or in India. This study provides a glimpse of the behavior of young urban consumers on brand loyalty.
Journal
Journal of Management Development – Emerald Publishing
Published: Aug 16, 2019
Keywords: Satisfaction; Brand loyalty