The Effects of Trust, Commitment and Satisfaction on Customer Loyalty in the Distribution Sector

Detalhes bibliográficos
Autor(a) principal: Bricci, Luciana
Data de Publicação: 2016
Outros Autores: Fragata, Anabela, Antunes, Joaquim
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10400.19/3147
Resumo: The main goal of this investigation is to demonstrate the main effects of trust, commitment and customer satisfaction on loyalty with a sample of customers from the distribution sector in Portugal. The results showed that trust has a positive and direct effect on commitment, also trust has a positive and direct effect on satisfaction, commitment has a positive and direct effect on loyalty and satisfaction has a positive and direct effect on loyalty, thus it´s important for this companies the improvement of responsibility, development of team skills, empowering employees and the company in a sense to fulfil commitments and performing the co-creation of value.
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spelling The Effects of Trust, Commitment and Satisfaction on Customer Loyalty in the Distribution SectorLoyaltyTrustCommitmentSatisfactionThe main goal of this investigation is to demonstrate the main effects of trust, commitment and customer satisfaction on loyalty with a sample of customers from the distribution sector in Portugal. The results showed that trust has a positive and direct effect on commitment, also trust has a positive and direct effect on satisfaction, commitment has a positive and direct effect on loyalty and satisfaction has a positive and direct effect on loyalty, thus it´s important for this companies the improvement of responsibility, development of team skills, empowering employees and the company in a sense to fulfil commitments and performing the co-creation of value.Repositório Científico do Instituto Politécnico de ViseuBricci, LucianaFragata, AnabelaAntunes, Joaquim2016-04-11T08:13:13Z2016-022016-02-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10400.19/3147eng2301-356710.7763/JOEBM.2016.V4.386metadata only accessinfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-01-16T15:26:28Zoai:repositorio.ipv.pt:10400.19/3147Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T16:42:13.143677Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv The Effects of Trust, Commitment and Satisfaction on Customer Loyalty in the Distribution Sector
title The Effects of Trust, Commitment and Satisfaction on Customer Loyalty in the Distribution Sector
spellingShingle The Effects of Trust, Commitment and Satisfaction on Customer Loyalty in the Distribution Sector
Bricci, Luciana
Loyalty
Trust
Commitment
Satisfaction
title_short The Effects of Trust, Commitment and Satisfaction on Customer Loyalty in the Distribution Sector
title_full The Effects of Trust, Commitment and Satisfaction on Customer Loyalty in the Distribution Sector
title_fullStr The Effects of Trust, Commitment and Satisfaction on Customer Loyalty in the Distribution Sector
title_full_unstemmed The Effects of Trust, Commitment and Satisfaction on Customer Loyalty in the Distribution Sector
title_sort The Effects of Trust, Commitment and Satisfaction on Customer Loyalty in the Distribution Sector
author Bricci, Luciana
author_facet Bricci, Luciana
Fragata, Anabela
Antunes, Joaquim
author_role author
author2 Fragata, Anabela
Antunes, Joaquim
author2_role author
author
dc.contributor.none.fl_str_mv Repositório Científico do Instituto Politécnico de Viseu
dc.contributor.author.fl_str_mv Bricci, Luciana
Fragata, Anabela
Antunes, Joaquim
dc.subject.por.fl_str_mv Loyalty
Trust
Commitment
Satisfaction
topic Loyalty
Trust
Commitment
Satisfaction
description The main goal of this investigation is to demonstrate the main effects of trust, commitment and customer satisfaction on loyalty with a sample of customers from the distribution sector in Portugal. The results showed that trust has a positive and direct effect on commitment, also trust has a positive and direct effect on satisfaction, commitment has a positive and direct effect on loyalty and satisfaction has a positive and direct effect on loyalty, thus it´s important for this companies the improvement of responsibility, development of team skills, empowering employees and the company in a sense to fulfil commitments and performing the co-creation of value.
publishDate 2016
dc.date.none.fl_str_mv 2016-04-11T08:13:13Z
2016-02
2016-02-01T00:00:00Z
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dc.identifier.uri.fl_str_mv http://hdl.handle.net/10400.19/3147
url http://hdl.handle.net/10400.19/3147
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 2301-3567
10.7763/JOEBM.2016.V4.386
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