Evidences of customer loyalty and its salient correlates from the Arab world

Shahid Bhuian, Zafar U. Ahmed, Hamed Al-Azri

Research output: Contribution to journalArticle

Abstract

This study investigates customer loyalty and its salient correlates in the Arab world. Contrary to inconsistent findings in the existing literature, this current study examines a fully mediated customer loyalty model and compares it with three alternative configurations involving customer loyalty and its correlates using structural equations modeling. An examination of a sample of mobile internet subscribers in Qatar reveals that a fully mediated customer loyalty model, with all five salient antecedents, best represents the sample data in an Arab country. Specifically, customer loyalty fully mediates the influences of innovation, service quality, trust, satisfaction and switching cost on word-of-mouth communication and repeat purchase. Implications have been discussed.

Original languageEnglish
Pages (from-to)98-118
Number of pages21
JournalJournal of Transnational Management
Volume23
Issue number2-3
DOIs
Publication statusPublished - Jan 1 2018

Keywords

  • Arab world
  • CRM
  • Customer loyalty

ASJC Scopus subject areas

  • Geography, Planning and Development
  • Development
  • Management, Monitoring, Policy and Law

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