The effect of customer satisfaction on customer loyalty in the motor industry

dc.creatorAhasanul Haque, Lim Ka Bian,
dc.creatorWok, Saoda
dc.creatorTarofder, Arun Kumar
dc.date2019-08-13
dc.date.accessioned2022-11-05T02:12:57Z
dc.date.available2022-11-05T02:12:57Z
dc.identifierhttps://produccioncientificaluz.org/index.php/opcion/article/view/24740
dc.identifier.urihttps://repositorioslatinoamericanos.uchile.cl/handle/2250/5140505
dc.descriptionThis study aims to determine the effects of three exogenous variables, namely, service quality, price fairness and Shari’ah compliance on customer loyalty through customer satisfaction as the mediator. Applying the theory of customer satisfaction, a structural equation model was developed and tested on 322 motor Takaful participants from the Klang Valley, Malaysia. The findings suggest that customer satisfaction partially mediates the effects of Shari’ah compliance and price fairness on customer loyalty. In conclusion, participants of motor Takaful are not concerned about the service quality; they are mainly influenced by the price fairness and Shari’ah compliance of the products /services.es-ES
dc.formatapplication/pdf
dc.languagespa
dc.publisherUniversidad del Zuliaes-ES
dc.relationhttps://produccioncientificaluz.org/index.php/opcion/article/view/24740/25257
dc.rightsDerechos de autor 2019 Opciónes-ES
dc.sourceOpción; Vol. 35 (2019): Edición Especial Nro. 21; 947-963es-ES
dc.source2477-9385
dc.source1012-1587
dc.subjectCustomeres-ES
dc.subjectloyaltyes-ES
dc.subjectsatisfactiones-ES
dc.subjectinsurancees-ES
dc.subjectTakafules-ES
dc.titleThe effect of customer satisfaction on customer loyalty in the motor industryes-ES
dc.typeinfo:eu-repo/semantics/article
dc.typeinfo:eu-repo/semantics/publishedVersion
dc.typeArtículo revisado por pareses-ES


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