Revista Egitania Sciencia - Volume 8 | ARTICLE

Title: RELATIONSHIP BETWEEN ETHICS ON SALES AND CUSTOMER SATISFACTION

Author: María Ángeles Revilla Camacho (arevilla@us.es) e Antonio Navarro García (anavarro@us.es)

Publication: Revista Egitania Sciencia - Volume 8

Abstract:
The need to understand the factors that affects consumers’ satisfaction has become an important goal to any financial organization. Several studies have emerged concentrating on what those factors are. These works is framed on that type of investigation and suggest that ethics in sales could have an impact on customers satisfaction with a relationship between buying and selling. Therefore, after doing a revision of the previous academic investigation, it offers a relationship model that is tested in the automobile sector. The results indicate a relationship between both variables, which would explain the need to include ethics in sales and in previous studies of satisfaction. Implication on this matter will come from the possibility that ethics in sales would have certain “profitability” for the organization, since it would affect the level of customer’s satisfaction with intentions of buying again.

Keywords: Customer satisfaction, ethics in personal selling, Consumer behaviour, Relational Marketing




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