Determinants of members’ loyalty in cooperatives
Yusman Yacob1, Jati Kasuma Ali2, Hiram Ting3, Nelson Lajuni4, Syed Muhammad Othman Syed Hussin5.
Although there are abundance of studies on consumer loyalty in the marketing
literature, little has been done on the factors contributing to the members’ loyalty in
the context of cooperative organization which is unique in terms of its business function
and goals in the emerging economies. The present study serves as a groundwork to
determine the factors that influence the loyalty of cooperative members who are also
regarded as consumers with a focus on Sarawak cooperatives as a research site of the
study. Satisfaction, perceived value, resistance to change, and trust are looked into
so as to assess their impact on loyalty. Hence, a quantitative approach was adopted.
Self-administered questionnaire was designed and pre-tested. Questionnaires were
then distributed among members of the cooperatives in Sarawak. A total of 300
copies were distributed and 215 usable copies were subsequently collected. Multiple
regression analysis was conducted to assess the effect of the variables studied on
members’ loyalty. The results show that perceived value, resistance to change and trust
have positive effects on members’ loyalty. Interestingly, satisfaction is found to have
no significant relationship with members’ loyalty. The understanding of cooperative
members through this study underscores the importance of retaining consumers
in developing economies. The study also provides the managerial implications to
cooperatives as service providers as well as cooperative members and future directions
of the research.
Affiliation:
- Universiti Teknologi MARA, Malaysia
- Universiti Teknologi MARA, Malaysia
- Sarawak Research Society, Malaysia
- Universiti Malaysia Sabah, Malaysia
- Universiti Teknologi MARA, Malaysia
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