Customer Satisfaction, Loyalty and Repurchase: Some Evidence from Apparel ConsumersReview of Business
Abstract/DescriptionWhile 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.
PublisherSt. John's University, College of Business Administration
Citation InformationTamilla 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
Available at: http://works.bepress.com/tamilla_curtis/8/