Relationship between Customer Satisfaction and Customer Attitude and Loyalty According to the Mediating Variable of Customer Trust (Case Study: Matin Abad Eco Camp)

Mohammadali Shahbandi,Hessameddin Farrokhshad

doi:10.22158/ibes.v3n2p1

Abstract

The overall purpose of this study was to investigate the relationship between customer satisfaction and customer attitude and loyalty with respect to the mediating variable of customer trust. This research is applied research in terms of purpose and descriptive correlational research in nature and method. This study’s study population is all people who have used or are using Matin Abad Eco Camp. The number of samples was determined based on the Krejcie and Morgan sampling table equal to 120 people selected by a simple random sampling method. To collect information from standard questionnaires of customer satisfaction, attitude, customer loyalty, and customer trust in a 5-point Likert scale have been used. Cronbach’s alpha was used for its reliability, and the obtained numbers indicate the appropriate reliability of the questionnaires. SPSS 24 software and PLS structural equations were used for data analysis. The results indicate that customer satisfaction is related to customer attitude, customer loyalty, and customer trust. Customer trust is related to customer attitude and customer loyalty. The results also showed that customer trust has a mediating role in establishing the relationship between customer satisfaction with customer attitude, and customer loyalty.

Highlights

In the second decade of the third millennium, companies and organizations need other tools and approaches to meet customer satisfaction and expectations; Because today, customers are more www.scholink.org/ojs/index.php/ibesInternational Business & Economics StudiesVol 3, No 2, 2021 sensitive to companies’ behavior and performance in responding to customer demand (Toutian & Ansari, 2016)
This study aimed to investigate the relationship between customer satisfaction and customer attitude and loyalty with respect to the mediating variable of customer trust
The customer satisfaction variable has been introduced as an independent variable, and the variables of customer attitude and customer loyalty have been introduced as dependent variables

Summary

Introduction

In the second decade of the third millennium, companies and organizations need other tools and approaches to meet customer satisfaction and expectations; Because today, customers are more www.scholink.org/ojs/index.php/ibesInternational Business & Economics StudiesVol 3, No 2, 2021 sensitive to companies’ behavior and performance in responding to customer demand (Toutian & Ansari, 2016). The strongest position in the customer’s mind is to be reliable For this reason, gaining customer trust is always one of the primary goals in building a long-term relationship with customers. In today’s competitive market, companies need customer orientation to survive They need to produce high-quality products and services that can achieve customer satisfaction and loyalty. The relationship between customer satisfaction and customer attitude and loyalty with respect to the mediating variable of customer trust in Matin Abad Eco Camp is investigated. The research’s main issue in this research is whether customer satisfaction is related to customers’ attitude and loyalty in Matin Abad Eco Camp according to the mediating variable of customer trust?

Objectives

Methods

Findings

Discussion

Conclusion