• ISSN: 2301-3567 (Print), 2972-3981 (Online)
    • Abbreviated Title: J. Econ. Bus. Manag.
    • Frequency: Quarterly
    • DOI: 10.18178/JOEBM
    • Editor-in-Chief: Prof. Eunjin Hwang
    • Executive Editor: Ms. Fiona Chu
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HOME > Archive > 2016 > Volume 4 Number 2 (Feb. 2016) >
JOEBM 2016 Vol.4(2): 173-177 ISSN: 2301-3567
DOI: 10.7763/JOEBM.2016.V4.386

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

L. Bricci, A. Fragata, and J. Antunes

Abstract— 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.

Index Terms— Loyalty, trust, commitment, satisfaction.

L. Bricci is with Futurdis 2, Viseu, Portugal (e-mail: lucianabricci@hotmail.com). A. Fragata and J. Antunes are with CI&DETS, Viseu Polytechnic Institute, Portugal (e-mail: afragata@estgl.ipv.pt, jantunes@estgv.ipv.pt).

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Cite: L. Bricci, A. Fragata, and J. Antunes, " The Effects of Trust, Commitment and Satisfaction on Customer Loyalty in the Distribution Sector," Journal of Economics, Business and Management vol. 4, no. 2, pp. 173-177, 2016.

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