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Journal of Management Research and Review (JMRR) · Research article · Open access

Investigating the Moderator Effects of Perceived Risk in Customer Satisfaction - Customer Loyalty Relationship: A Moderated Mediation Approach

Dr. Joseph Mary Rahila, Dr. Joshua Daniel Egan

30 March 2026 · Vol. 2, Issue 3, pp. 150-157

DOI: 10.65150/EP-jmrr/V2E3/2026-05

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What is this article about?

Consumers review each destination based on their previous experience. The role of customer satisfaction and loyalty is vital to discover.

Article at a glance

Journal
Journal of Management Research and Review (JMRR)
Published
30 March 2026
Volume / issue / pages
Vol. 2, Issue 3, pp. 150-157
ISSN
3051-3588 (online) · 3051-357X (print)
Licence
CC BY 4.0 — free to read and reuse with attribution
Peer review
Double-blind, at least two independent reviewers
Publisher
EP Journals Group

Abstract

Consumers review each destination based on their previous experience. The role of customer satisfaction and loyalty is vital to discover. The study focused on destination marketing. Chennai, a metropolitan city with corporate-level hospitals, was covered for data collection by adopting a survey-based method covering participants (n 1050) were patients and attendees. Destination image and service quality are the independent variables; customer satisfaction is the moderator, and customer loyalty is the dependent variable. The researcher examined the moderating role of perceived risk; thus, the present study is based on a moderation and mediation approach. The study found that destination image and service quality directly impact customer satisfaction and loyalty. And perceived risk moderated the significant relationship between customer satisfaction and loyalty.

Keywords: Customer satisfaction, customer loyalty, destination image, perceived risk, service quality.

Cite this article

APA
Dr. Joseph Mary Rahila, & Dr. Joshua Daniel Egan (2026). Investigating the Moderator Effects of Perceived Risk in Customer Satisfaction - Customer Loyalty Relationship: A Moderated Mediation Approach. Journal of Management Research and Review, 2(3), 150-157. https://doi.org/10.65150/EP-jmrr/V2E3/2026-05
BibTeX
@article{Dr2026,
  title   = {Investigating the Moderator Effects of Perceived Risk in Customer Satisfaction - Customer Loyalty Relationship: A Moderated Mediation Approach},
  author  = {Dr. Joseph Mary Rahila and Dr. Joshua Daniel Egan},
  journal = {Journal of Management Research and Review},
  year    = {2026},
  volume  = {2},
  number  = {3},
  pages   = {150-157},
  doi     = {10.65150/EP-jmrr/V2E3/2026-05},
  url     = {https://doi.org/10.65150/EP-jmrr/V2E3/2026-05}
}

Questions about this article

Who wrote this article?

Dr. Joseph Mary Rahila, Dr. Joshua Daniel Egan.

Where and when was it published?

In Journal of Management Research and Review, Volume 2, Issue 3, pages 150-157, published by EP Journals Group on 30 March 2026.

Is this article free to read?

Yes. It is open access under a Creative Commons Attribution 4.0 (CC BY 4.0) licence, so anyone can read, share and reuse it with attribution.

What is the DOI of this article?

10.65150/EP-jmrr/V2E3/2026-05 (https://doi.org/10.65150/EP-jmrr/V2E3/2026-05).

How do I cite this article?

APA: Dr. Joseph Mary Rahila, & Dr. Joshua Daniel Egan (2026). Investigating the Moderator Effects of Perceived Risk in Customer Satisfaction - Customer Loyalty Relationship: A Moderated Mediation Approach. Journal of Management Research and Review, 2(3), 150-157. https://doi.org/10.65150/EP-jmrr/V2E3/2026-05

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