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Quality, loyalty and satisfaction: does loyalty exist?
Linnaeus University, School of Business and Economics, Department of Marketing.ORCID iD: 0000-0002-3055-1108
Linnaeus University, School of Business and Economics, Department of Marketing.
Linnaeus University, School of Business and Economics, Department of Marketing.
Linnaeus University, School of Business and Economics, Department of Marketing.
2013 (English)Conference paper, Published paper (Refereed)
Abstract [en]

This study aims to identify and analyze how customers are experiencing quality, loyalty and satisfaction in the FMCG retail market. The 5Qs model which includes economical and behavioural attributes is used. A research based on 200 respondents is used to identify differences between various 5Qs attributions. It shows that satisfaction does not automatically lead to loyalty. The price is a ruling attribute that makes the customer chase discounts, no matter who provides it.

Place, publisher, year, edition, pages
2013.
Keywords [en]
Loyalty, Satisfaction, Quality, 5Qs model
National Category
Economics and Business
Research subject
Economy, Marketing
Identifiers
URN: urn:nbn:se:lnu:diva-33695OAI: oai:DiVA.org:lnu-33695DiVA, id: diva2:710981
Conference
2nd International Conference on Emerging Research Paradigms in Business and Social Sciences, Dubai, November 26-28, 2013
Available from: 2014-04-09 Created: 2014-04-09 Last updated: 2016-05-03Bibliographically approved

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Zineldin, MosadVasicheva, Valentina

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CiteExportLink to record
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Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
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Language
  • de-DE
  • en-GB
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  • nn-NO
  • nn-NB
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  • Other locale
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Output format
  • html
  • text
  • asciidoc
  • rtf