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How customer satisfaction, corporate image and customer loyalty are related?


Razavi, SM and Safari, H and Shafie, H and Rezaei Vandchali, H, How customer satisfaction, corporate image and customer loyalty are related?, European Journal of Scientific Research, 78, (4) pp. 588-596. ISSN 1450-216X (2012) [Refereed Article]


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EuroJournals Publishing, Inc. 2012

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Customer satisfaction, corporate image, and loyalty seem to play significant roles in companies since they are highly correlated with profitability. This study sets out to investigate the relationships among customer satisfaction, corporate image and customer loyalty in six large software companies of Iran. To this end, after reviewing the related literature, the effective factors in the customer satisfaction, corporate image, and customer loyalty were identified. Then, questionnaires were distributed among the customers of the companies. Next, Factor Analysis and Structural Equation Modelling were used to find the relationships; as a result, the proposed model was extracted. According to findings, there are significant and positive relationships between customer satisfaction and corporate image, corporate image and customer loyalty and customer satisfaction and customer loyalty in these companies.

Item Details

Item Type:Refereed Article
Keywords:customer satisfaction, corporate image, customer loyalty, structural equation modelling (SEM), software companies
Research Division:Commerce, Management, Tourism and Services
Research Group:Business systems in context
Research Field:Business information management (incl. records, knowledge and intelligence)
Objective Division:Economic Framework
Objective Group:Management and productivity
Objective Field:Management
UTAS Author:Rezaei Vandchali, H (Dr Hadi Rezaei Vandchali)
ID Code:130774
Year Published:2012
Deposited By:Maritime and Logistics Management
Deposited On:2019-02-12
Last Modified:2019-04-29
Downloads:62 View Download Statistics

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