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Post-purchase Behaviour and Customer Loyalty Among Online Gadget Buyers in Tiruchirappalli: an Analysis

Year: 2025

Type: article

Abstract: This research looks at the mediating effects of customer satisfaction and customer trust on the relationship between perceived product quality and customer loyalty among Tiruchirappalli online gadget customers.Data were obtained from 415 respondents using a structured questionnaire and analysed using partial least squares structural equation modelling (PLS-SEM).The results indicate that perceived product quality significantly positively influences customer satisfaction, trust and loyalty.Moreover, both customer satisfaction and trust partially mediated the relationship between product quality and loyalty, highlighting their dual role in enhancing post-purchase engagement.The results offer valuable theoretical and practical insights for ecommerce platforms and retailers, indicating the importance of delivering high-quality A.

Source: INTERNATIONAL JOURNAL OF MANAGEMENT

DOI: 10.34218/ijm_16_05_006

Authors: A.S. Minhaj Begum, M.A. Parveen Banu

Institutions: Bharathidasan University, National College, Trichy

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W4414565761

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