All for one but does one strategy work for all? Building consumer loyalty in multi-channel distribution

Yi Ching Hsieh, Jinshyang Roan, Anurag Pant, Jung Kuei Hsieh, Wen Ying Chen, Monle Lee, Hung Chang Chiu

Research output: Contribution to journalArticlepeer-review

38 Scopus citations

Abstract

Purpose: The purpose of this paper is to explore how multichannel customers evaluate overall satisfaction across distribution channels and what the antecedents are of such satisfaction. Design/methodology/approach: A survey of bank customers in Taiwan was conducted. The total number of valid questionnaires was 479. Reliability and validity were tested. Maximum likelihood procedure of LISREL 8.8 was used to test the hypothesized structural equation model. Findings: The findings indicate that the overall satisfaction in the multichannel environment is a critical determinant of customer retention and participation. The present study also develops the antecedents of multichannel satisfaction. In the multichannel environment, perceived multichannel service quality is positively related to satisfaction, while perceived channel switching difficulty is negatively related to satisfaction. Originality/value: The present study employs the stimulus-organism-response (S-O-R) paradigm and the channel loyalty framework to better model customers' response to marketing activities in the multichannel distribution system.

Original languageEnglish
Pages (from-to)310-335
Number of pages26
JournalManaging Service Quality
Volume22
Issue number3
DOIs
StatePublished - May 2012

Keywords

  • Banks
  • Barriers
  • Benefits
  • Consumer behaviour
  • Customer satisfaction
  • Multichannel
  • Service quality
  • Taiwan

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