The Relationship Between Overall Dealer Satisfaction, Satisfaction with the Attributes of Dealer Service, Intended Dealer Loyalty and Intended Brand Loyalty: A Dutch Automobile Case

Authors

  • José Bloemer University of Limburg
  • Hans Kasper University of Limburg
  • Jos Lemmink University of Limburg

Abstract

The relationship between satisfaction and loyalty is a greatly overlooked one in the literature. This study brings together the fields of dealer satisfaction, intended dealer loyalty and intended brand loyalty in an attempt to model the effects of dealer satisfaction on intended dealer loyalty and intended brand loyalty. A feasibility study is carried out for the Dutch market of a particular brand of automobiles, having a 3% marketshare.

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Published

2022-08-04

Issue

Vol. 3 (1990): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Section

Journal Articles

License

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