How Commitment, Satisfaction, and Cost Fluctuations Influence Customer Loyalty

Andreas Samudro ()
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Andreas Samudro: Graduate School of Management and Business, Bogor Agricultural University, Indonesia Author-2-Name: Ujang Sumarwan Author-2-Workplace-Name: Department of Family and Consumer Science, Graduate School of Management and Business, Bogor Agricultural University, Indonesia Author-3-Name: Megawati Simanjuntak Author-3-Workplace-Name: Department of Family and Consumer Science, Graduate School of Management and Business, Bogor Agricultural University, Indonesia Author-4-Name: Eva Z Yusuf Author-4-Workplace-Name: Graduate School of Management and Business, Bogor Agricultural University, Indonesia Author-5-Name: Author-5-Workplace-Name: Author-6-Name: Author-6-Workplace-Name: Author-7-Name: Author-7-Workplace-Name: Author-8-Name: Author-8-Workplace-Name:

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Abstract: Objective - The purpose of this study is to investigate which factors have a stronger influence on final purchase decisions from the perspective of the chemical market. The factors under consideration are customer satisfaction, commitment and cost fluctuations. Methodology/Technique - By understanding the factors that influence purchase decisions, a chemical company or other industrial company can place greater focus on the factors that will improve or enhance customer loyalty. The research design is a conclusive-descriptive and quantitative method. Findings & Novelty - The results of the analysis confirm that customer commitment and satisfaction have a stronger influence on customer loyalty, compared to fluctuating costs. Satisfaction does not have a direct influence on loyalty, except where commitment is used as a mediator.

Keywords: Satisfaction; Commitment; Switching Cost; Loyalty; B2B Relationship. (search for similar items in EconPapers)
JEL-codes: M10 M12 M19 M30 (search for similar items in EconPapers)
Pages: 11
Date: 2019-06-19
New Economics Papers: this item is included in nep-sea
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Published in Journal of Management and Marketing Review, Volume 4, Issue2

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