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A Study on the Relationship between Customer Satisfaction, Business Ethics and Certain Related Variables

M. M. Sulphey and Saji George
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M. M. Sulphey: Prince Sattam bin Abdulaziz University, Kingdom of Saudi Arabia
Saji George: Prince Sattam bin Abdulaziz University, Kingdom of Saudi Arabia

Journal of Applied Management and Investments, 2017, vol. 6, issue 1, 67-75

Abstract: Ethics and customer satisfaction are highly researched topics. Substantial literature exists in this area. However, the complex relationship between the variables ethics, value and customer satisfaction, and perceive customer trust and loyalty have not been examined. The study examined the complex relationship between ethics and value with customer satisfaction. The relationship between customer satisfaction and the resultant trust and loyalty is also examined. Significant positive correlation was found between the variables that were examined. A model has also been developed signifying the relationship between the variables. However, the study failed to establish any difference with respect to certain demographic aspects like gender, marital status and occupation with the variables studied. The findings of the study will be a significant contribution to the field of customer satisfaction research.

Keywords: business ethics; customer satisfaction; customer loyalty; trust (search for similar items in EconPapers)
Date: 2017
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