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Customer Satisfaction, Loyalty and Repurchase: Some Evidence from Apparel Consumers
Review of Business
  • Tamilla Curtis, Embry-Riddle Aeronautical University
  • Russell Abratt, Nova Southeastern University and University of Witwatersrand
  • Paul Dion, Susquehanna University
  • Dawna L Rhoades, Embry-Riddle Aeronautical University
Document Type
Publication/Presentation Date
While customer satisfaction, loyalty and repurchase intent are some of the most researched areas in marketing and consumer behavior, there is little certainty on the direction and strength of these relationships. After completing a literature review, this study develops a model of loyalty dimensions, satisfaction and repurchase intent. A sample of 499 respondents who had purchased jeans was interviewed in the Southeastern United States. Results were analyzed using Structural Equation Modeling. The results of nine hypothesized relationships are discussed. A significant positive relationship exists between commitment and repurchase/repurchase intent. Some surprising findings also emerged as the model was modified. It is clear that loyalty dimensions, repurchase/repurchase intent, and satisfaction are linked and influence each other.
St. John's University, College of Business Administration
Citation Information
Tamilla Curtis, Russell Abratt, Paul Dion and Dawna L Rhoades. "Customer Satisfaction, Loyalty and Repurchase: Some Evidence from Apparel Consumers" New YorkReview of Business Vol. 32 Iss. 1 (2011) p. 47 - 57
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