The interrelationships between customer satisfaction, brand loyalty and relationship intentions of generation Y consumers towards smart phone brands

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Authors

Mostert, P.G. (Pierre)
Weideman, A.
Petzer, Daniël Johannes

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Publisher

Association for Professional Managers in South Africa

Abstract

Smart phone marketers are finding it difficult to maintain market share in a market characterised by fierce competition and continued new product development. Generation Y consumers generally have a good command of technology and engage in technology-related behaviour such as texting, tweeting and web-surfing. When it comes to the adoption of smart phone applications, it is believed that Generation Y is leading the way. To retain Generation Y consumers, it is critical for organisations to ensure that customer satisfaction is achieved, brand loyalty has to be generated and meaningful long-term relationships with these consumers should be established. In this regard, this study aims to determine the interrelationships between customer satisfaction, brand loyalty and the relationship intentions of Generation Y smart phone users. Self-administered questionnaires were fielded among 395 Generation Y smart phone users living in Gauteng, South Africa. Results indicate significant and positive interrelationships between customer satisfaction, brand loyalty and relationship intention.

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Keywords

Generation Y, Smart phone, Market share, Customer

Sustainable Development Goals

Citation

Mostert, PG, Petzer, DJ & Weideman, A 2016,'The interrelationships between customer satisfaction, brand loyalty and relationship intentions of Generation Y consumers towards smart phone brands', South African Journal of Business Management, vol. 47, no. 3, pp. 25-34.