— 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.
— Loyalty, trust, commitment, satisfaction.
L. Bricci is with Futurdis 2, Viseu, Portugal (e-mail: email@example.com). A. Fragata and J. Antunes are with CI&DETS, Viseu Polytechnic Institute, Portugal (e-mail: firstname.lastname@example.org, email@example.com).
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.