Competition, Satisfaction and Loyalty As Determinants of the Profitability in the Car Retailing Industry -Results of An Empirical Study

Abstract

In the present study we propose and empirically test a framework which jointly examines the interrelationships between product, service and purchase satisfaction as well as service and dealer loyalty and relative effects on company success. Furthermore, by incorporating process-level measures for constructs such as product, purchase and service satisfaction, our research not only provides a richer understanding of the antecedents of loyalty but also practical implications for managers.