Relationships among customer loyalty, customer satisfaction, corporate image and behavioural intention on social media for a corporation

Haixia Lv, Guang Yu and Gang Wu

International Journal of Information Technology and Management, 2018, vol. 17, issue 3, 170-183

Abstract: In this paper, how customer loyalty, customer satisfaction, corporate image and behavioural intention affect each other on social media and how to make the benefit maximisation for corporation are explored. We leverage natural language processing (NLP) techniques analysis emotion of comment and retweet in the text, and combined with the other attributes and behaviour of the Weibo users who interact with the corporate account to research the relationships on social media. The results show that customer image has a direct impact on customer satisfaction and has an indirect impact on customer loyalty. Customer loyalty is impacted by customer satisfaction and behaviour intention. The influence of customer image on behaviour intention and loyalty and the influence of customer satisfaction on behaviour intention are not very significant. As the results suggest, Shanghai Peace Hotel needs to more widely publicise their corporation, such as with celebrity endorsement (Lv et al., 2013).

Keywords: behavioural intention; corporate image; customer satisfaction; customer loyalty; service quality; social media; structural equation. (search for similar items in EconPapers)
Date: 2018
References: Add references at CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://www.inderscience.com/link.php?id=92879 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijitma:v:17:y:2018:i:3:p:170-183

Access Statistics for this article

More articles in International Journal of Information Technology and Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().