6533b850fe1ef96bd12a8246

RESEARCH PRODUCT

The Antecedents of Customer Loyalty - Results of an Empirical Study in the Automotive Industry

Frank HuberChristine BraunsteinAndreas Herrmann

subject

Empirical researchbusiness.industrymedia_common.quotation_subjectLoyaltyAutomotive industryCustomer satisfactionSwitching barriersLatent variableMarketingbusinessStructural equation modelingmedia_commonLoyalty business model

description

Customer satisfaction is regarded as the key to customer loyalty in the automotive industry. However, this relationship is influenced by several other variables, like switching barriers or variety seeking. This paper provides a structural equation model with latent variables for modeling this complex relationship. According to literature, high satisfaction should lead to loyalty but is heavily affected by moderating variables. An empricial study is reported which supports these predictions as well as the arguments on which they are based.

yearjournalcountryeditionlanguage
2015-01-01
https://doi.org/10.1007/978-3-319-17356-6_63