Recommendation Quality and Perceived Serendipity as Predictors of Customer Loyalty: The Mediating Role of Decision Satisfaction

DOI

10.2991/aebmr.k.220501.012How to use a DOI?

Keywords

Recommendation quality; perceived serendipity; decision satisfaction; customer loyalty

Abstract

The purpose of this study is to examine whether recommendation quality can predict customer loyalty, a) recommendation quality; b) perceived serendipity can predict decision satisfaction, decision satisfaction can predict customer loyalty, and decision satisfaction can mediate the prediction of a) recommendation quality; b) perceived serendipity on customer loyalty. The sample taken in this study was 188 respondents. The sampling technique used in this study is convenience sampling. The results generated from this study are: recommendation quality can predict customer loyalty positively, a) recommendation quality; b) perceived serendipity can predict decision satisfaction positively, decision satisfaction can predict customer loyalty positively, decision satisfaction can positively mediate the prediction of a) recommendation quality; b) perceived serendipity on customer loyalty.

Copyright

© 2022 The Authors. Published by Atlantis Press International B.V.

Open Access

This is an open access article distributed under the CC BY-NC 4.0 license.

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TY  - CONF
AU  - Aldo Prasetyo
AU  - Keni Keni
AU  - Teoh Ai Ping
PY  - 2022
DA  - 2022/05/11
TI  - Recommendation Quality and Perceived Serendipity as Predictors of Customer Loyalty: The Mediating Role of Decision Satisfaction
BT  - Proceedings of the tenth International Conference on Entrepreneurship and Business Management 2021 (ICEBM 2021)
PB  - Atlantis Press
SP  - 68
EP  - 73
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.220501.012
DO  - 10.2991/aebmr.k.220501.012
ID  - Prasetyo2022
ER  -