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Understanding mediators and moderators of the effect of customer satisfaction on loyalty

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  • Lovemore Chikazhe
  • Charles Makanyeza
  • Blessing Chigunhah

Abstract

Customer satisfaction, loyalty and corporate image play a critical role in improving loyalty within the banking sector. The current study examines the mediators and moderators of the effect of customer satisfaction on loyalty. Data were collected from bank customers (n = 308) using a structured questionnaire through a cross-sectional survey in Chinhoyi, Zimbabwe. Data were analysed using structural equation modelling and moderated regression analyses. Customer satisfaction has a direct positive effect on customer loyalty. Service quality and corporate image were each found to partially mediate the effect of customer satisfaction on customer loyalty. Gender, age, education and income were found not to moderate the effect of customer satisfaction on loyalty. Thus, this study extends the extant services marketing literature by examining the mediators and moderators of the customer satisfaction-customer loyalty relationship within the banking sector. As a result, banks are encouraged to consider customer satisfaction, service quality and image altogether when trying to influence customer loyalty.

Suggested Citation

  • Lovemore Chikazhe & Charles Makanyeza & Blessing Chigunhah, 2021. "Understanding mediators and moderators of the effect of customer satisfaction on loyalty," Cogent Business & Management, Taylor & Francis Journals, vol. 8(1), pages 1922127-192, January.
    • Handle: RePEc:taf:oabmxx:v:8:y:2021:i:1:p:1922127
    DOI: 10.1080/23311975.2021.1922127
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    Cited by:

    1. Caesarilla Maggie Zavira & Dyah Ismoyowati & Henry Yuliando, 2023. "Satisfaction and Loyalty of Korean Restaurant Consumers Based on Consumer Value and Knowledge," International Review of Management and Marketing, Econjournals, vol. 13(2), pages 28-35, March.
    2. Wasim ul Rehman & Faryal Jalil & Omur Saltik & Suleyman Degirmen & Mustafa Bekmezci, 2024. "Leveraging Strategic Innovation and Process Capabilities for Intellectual Capital Initiative Performance of Higher Education Institutes (HEIs): A Knowledge-Based Perspective," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 15(1), pages 4161-4202, March.

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