Understanding the mediating effect of cognitive and emotional satisfaction on customer loyalty
Loyal customers are among the greatest revenue producer and are more likely to occur in a form of word-of-mouth. In the compound and vibrant Malaysian home computer retail market today, customer loyalty through word-of-mouth marketing tends to occur very slowly and is limited geographically but is a...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
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Academic Journals
2011
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| Online Access: | http://psasir.upm.edu.my/id/eprint/23902/ http://psasir.upm.edu.my/id/eprint/23902/1/23902.pdf |
| _version_ | 1848844887858872320 |
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| author | Wan Omar, Maznah Shaharudin, Mohd Rizaimy Jusoff, Kamaruzaman Mohd Ali, Mohd Noor |
| author_facet | Wan Omar, Maznah Shaharudin, Mohd Rizaimy Jusoff, Kamaruzaman Mohd Ali, Mohd Noor |
| author_sort | Wan Omar, Maznah |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | Loyal customers are among the greatest revenue producer and are more likely to occur in a form of word-of-mouth. In the compound and vibrant Malaysian home computer retail market today, customer loyalty through word-of-mouth marketing tends to occur very slowly and is limited geographically but is a very potent method of marketing.The influence of cognitive and emotional satisfaction on the relationship between salesperson presentation skills and customer’s loyalty through intention to promote by word-of-mouth is vital. This will then lead to increased benefits for the organization in the form of customer loyalty. The cognitive evaluation of customer satisfaction was found to explain customer loyalty in a retail setting more than the emotional reaction. This finding holds importance to those retailers who have been able to generate high expectations in the eyes of their customers. |
| first_indexed | 2025-11-15T08:38:04Z |
| format | Article |
| id | upm-23902 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T08:38:04Z |
| publishDate | 2011 |
| publisher | Academic Journals |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-239022017-11-16T07:32:32Z http://psasir.upm.edu.my/id/eprint/23902/ Understanding the mediating effect of cognitive and emotional satisfaction on customer loyalty Wan Omar, Maznah Shaharudin, Mohd Rizaimy Jusoff, Kamaruzaman Mohd Ali, Mohd Noor Loyal customers are among the greatest revenue producer and are more likely to occur in a form of word-of-mouth. In the compound and vibrant Malaysian home computer retail market today, customer loyalty through word-of-mouth marketing tends to occur very slowly and is limited geographically but is a very potent method of marketing.The influence of cognitive and emotional satisfaction on the relationship between salesperson presentation skills and customer’s loyalty through intention to promote by word-of-mouth is vital. This will then lead to increased benefits for the organization in the form of customer loyalty. The cognitive evaluation of customer satisfaction was found to explain customer loyalty in a retail setting more than the emotional reaction. This finding holds importance to those retailers who have been able to generate high expectations in the eyes of their customers. Academic Journals 2011 Article PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/23902/1/23902.pdf Wan Omar, Maznah and Shaharudin, Mohd Rizaimy and Jusoff, Kamaruzaman and Mohd Ali, Mohd Noor (2011) Understanding the mediating effect of cognitive and emotional satisfaction on customer loyalty. African Journal of Business Management, 5 (17). art. no. 7F1C64D17185. pp. 7683-7690. ISSN 1993-8233 http://www.academicjournals.org/journal/AJBM/article-abstract/7F1C64D17185 |
| spellingShingle | Wan Omar, Maznah Shaharudin, Mohd Rizaimy Jusoff, Kamaruzaman Mohd Ali, Mohd Noor Understanding the mediating effect of cognitive and emotional satisfaction on customer loyalty |
| title | Understanding the mediating effect of cognitive and emotional satisfaction on customer loyalty |
| title_full | Understanding the mediating effect of cognitive and emotional satisfaction on customer loyalty |
| title_fullStr | Understanding the mediating effect of cognitive and emotional satisfaction on customer loyalty |
| title_full_unstemmed | Understanding the mediating effect of cognitive and emotional satisfaction on customer loyalty |
| title_short | Understanding the mediating effect of cognitive and emotional satisfaction on customer loyalty |
| title_sort | understanding the mediating effect of cognitive and emotional satisfaction on customer loyalty |
| url | http://psasir.upm.edu.my/id/eprint/23902/ http://psasir.upm.edu.my/id/eprint/23902/ http://psasir.upm.edu.my/id/eprint/23902/1/23902.pdf |