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Examining the Nonlinear Effects in Satisfaction-Loyalty-Behavioral Intentions Model

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  • Anand Kumar Jaiswal
  • Rakesh Niraj

Abstract

Extant research has widely investigated linear functional forms in satisfaction and loyalty models. In this study with the use of nonlinear form, the relationship between satisfaction, attitudinal loyalty, purchase loyalty and customer behavioral intentions, such as willingness to pay more and external and internal complaining responses in the context of business-to-consumer e-commerce, has been discussed. It has found modest empirical support for nonlinear effects in the relationship. Results support nonlinearity only in the case of attitudinal loyalty to internal complaining response link. Results also present evidence about the mediating role of attitudinal loyalty in the relationship between satisfaction, purchase loyalty, willingness to pay more and internal complaining responses. [W.P. No.2007-11-01]

Suggested Citation

  • Anand Kumar Jaiswal & Rakesh Niraj, 2010. "Examining the Nonlinear Effects in Satisfaction-Loyalty-Behavioral Intentions Model," Working Papers id:2790, eSocialSciences.
    • Handle: RePEc:ess:wpaper:id:2790
    Note: Institutional Papers
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    References listed on IDEAS

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    1. Rauyruen, Papassapa & Miller, Kenneth E., 2007. "Relationship quality as a predictor of B2B customer loyalty," Journal of Business Research, Elsevier, vol. 60(1), pages 21-31, January.
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    4. Sandra Streukens & Ko de Ruyter, 2004. "Reconsidering Nonlinearity and Asymmetry in Customer Satisfaction and Loyalty Models: An Empirical Study in Three Retail Service Settings," Marketing Letters, Springer, vol. 15(2_3), pages 99-111, July.
    5. Sunder Kekre & Mayuram S. Krishnan & Kannan Srinivasan, 1995. "Drivers of Customer Satisfaction for Software Products: Implications for Design and Service Support," Management Science, INFORMS, vol. 41(9), pages 1456-1470, September.
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    Cited by:

    1. Ledenyov, Dimitri O. & Ledenyov, Viktor O., 2013. "Some thoughts on accurate characterization of stock market indexes trends in conditions of nonlinear capital flows during electronic trading at stock exchanges in global capital markets," MPRA Paper 49921, University Library of Munich, Germany.
    2. Sonia Kataria & Vinod Kumar Saini & Ajay Kumar Sharma & Renu Yadav & Harpuneet Kohli, 2021. "An integrative approach to the nexus of brand loyalty and corporate social responsibility," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 18(3), pages 361-385, September.
    3. Sunaryo & Soegeng Wahyoedi & Achmad Sudiro & Sudjatno, 2020. "The Effect of Religiosity on the Improvement of Customer Loyalty Towards Islamic Banks," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(4), pages 132-151.

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    Keywords

    Nonlinearity; satisfaction; attitudinal loyalty; purchase loyalty; behavioral intentions;
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