Evidences of customer loyalty and its salient correlates from the Arab world

Abstract

This study investigates customer loyalty and its salient correlates in the Arab world. Contrary to inconsistent findings in the existing literature, this current study examines a fully mediated customer loyalty model and compares it with three alternative configurations involving customer loyalty and its correlates using structural equations modeling. An examination of a sample of mobile internet subscribers in Qatar reveals that a fully mediated customer loyalty model, with all five salient antecedents, best represents the sample data in an Arab country. Specifically, customer loyalty fully mediates the influences of innovation, service quality, trust, satisfaction and switching cost on word-of-mouth communication and repeat purchase. Implications have been discussed.

Keywords:

• Arab world
• CRM
• customer loyalty

Disclosure statement

No potential conflict of interest was reported by the authors.