@article{biesok2022relationship,
  title = {The Relationship Between Customer Satisfaction and Perceived Value on Customer Loyalty},
  author = {Grzegorz BIESOK and Jolanta WYRÓD-WRÓBEL},
  year = 2022,
  url = {https://ibimapublishing.com/p-articles/40MKT/2022/4051222/},
  journal = {Communications of International Proceedings},
  volume = 2022 (11),
  abstract = {This study using structural equation modelling (SEM) investigates the relationship between customer satisfaction and perceived value on customer loyalty. The model was tested using JASP program. Cronbach’s α and McDonald's ω were used for evaluate the reliability of measurement model. The conceptual model used in the study combines 3 latent variables: perceived value, customer satisfaction and customer loyalty. Each latent variables were described by 3 manifest variables.
The survey questionnaires were distributed using snowballing method. The researches was conducted among supermarket customers from southern Poland. Respondents evaluated a total of 35 criteria – manifest variables (describing 6 latent variables).
The findings revealed a significant positive correlation between customer satisfaction and loyalty, perceived value and customer satisfaction. The perceived value was found to have significant effect on customer loyalty at a lower level of significance than customer satisfaction.},
  keywords = {customer satisfaction, loyalty, perceived value, supermarket},
  note = Article ID: 4051222
}