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The relationship between satisfaction and loyalty: A mediator analysis

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  • Picón, Araceli
  • Castro, Ignacio
  • Roldán, José L.

Abstract

This study proposes a multiple mediation model to analyze the relationship between satisfaction and loyalty. The study's contribution to the literature is to examine, empirically, the main antecedents and determinants of this endogenous variable in greater depth. Thus, the research fills a gap in the literature through its analysis of the mediating role of perceived switching costs and the perceived lack of attractiveness of alternative offerings. This study applies variance-based structural equation modeling via partial least squares to a sample of 785 customers from 74 insurance companies in the service sector. The results show that perceived switching costs – to a greater extent – and the perceived lack of attractiveness of alternative offerings – to a lesser extent – are significant mediators in the relationship between satisfaction and loyalty.

Suggested Citation

  • Picón, Araceli & Castro, Ignacio & Roldán, José L., 2014. "The relationship between satisfaction and loyalty: A mediator analysis," Journal of Business Research, Elsevier, vol. 67(5), pages 746-751.
    • Handle: RePEc:eee:jbrese:v:67:y:2014:i:5:p:746-751
    DOI: 10.1016/j.jbusres.2013.11.038
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    References listed on IDEAS

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    1. Wilcox, James B. & Howell, Roy D. & Breivik, Einar, 2008. "Questions about formative measurement," Journal of Business Research, Elsevier, vol. 61(12), pages 1219-1228, December.
    2. Woisetschläger, David M. & Lentz, Patrick & Evanschitzky, Heiner, 2011. "How habits, social ties, and economic switching barriers affect customer loyalty in contractual service settings," Journal of Business Research, Elsevier, vol. 64(8), pages 800-808, August.
    3. Balabanis, George & Reynolds, Nina & Simintiras, Antonis, 2006. "Bases of e-store loyalty: Perceived switching barriers and satisfaction," Journal of Business Research, Elsevier, vol. 59(2), pages 214-224, February.
    4. Julander, Claes-Robert & Söderlund, Magnus, 2003. "Effects of Switching Barriers on Satisfaction, Repurchase Intentions and Attitudinal Loyalty," SSE/EFI Working Paper Series in Business Administration 2003:1, Stockholm School of Economics.
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