The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services

https://isiarticles.com/bundles/Article/pre/pdf/2503.pdf

Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China

Trust and satisfaction are essential ingredients for successful business relationships in business-to-consumer electronic commerce. Yet there is little research on trust and satisfaction in e-commerce that takes a longitudinal approach. Drawing on three primary bodies of literature, the theory of reasoned action, the extended valence framework, and expectation-confirmation theory, this study synthesizes a model of consumer trust and satisfaction in the context of e-commerce. The model considers not only how consumers formulate their prepurchase decisions, but also how they form their long-term relationships with the same website vendor by comparing their prepurchase expectations to their actual purchase outcome. The results indicate that trust directly and indirectly affects a consumer's purchase decision in combination with perceived risk and perceived benefit, and also that trust has a longer term impact on consumer e-loyalty through satisfaction. Thus, this study extends our understanding of consumer Internet transaction behavior as a three-fold (prepurchase, purchase, and postpurchase) process, and it recognizes the crucial, multiple roles that trust plays in this process. Implications for theory and practice as well as limitations and future directions are discussed.

https://ink.library.smu.edu.sg/cgi/viewcontent.cgi?article=2144&context=lkcsb_research

Trust and Satisfaction, Two Stepping Stones for Successful E-Commerce Relationships: A Longitudinal Exploration

– Corporate image, perceived service quality, trust and customer switching costs are the major antecedents of customer loyalty, and loyal customers may buy more, accept higher prices and have a positive word‐of‐mouth effect. Also we know that the cost of selling to new customers is much higher than the cost of selling to existing customers. Although this fact is apparent to everyone, many companies are still losing customers at a formidable rate. In this context the main aim of this paper is to examine the relationships between these factors and customer loyalty, and the relationships among these factors in the Turkish GSM sector., – Data was obtained from 1,662 mobile phone users in Turkey via questionnaire. The data was analyzed by structural equation modeling (SEM) in order to test all the relationships between variables in the model., – The findings supported the proposed hypotheses, which are consistent with the theoretical framework. Analysis results showed that perceived service quality is a necessary but not sufficient condition for customer loyalty., – In order to generalize the findings from the paper, the model should be studied in different sectors. The contribution of this paper is to model all the relationships between customer loyalty and its antecedents, and to test these relationships simultaneously., – In order to better understand customer loyalty, as well as perceived service quality, corporate image, perceived switching costs and trust should be taken into consideration. Lately, technological change has shifted competition in the GSM sector from price and core service to value‐added services. Therefore, operators should differentiate their services and guarantee their services' quality because of this shift in competition., – In this paper, the effects of all the factors on customer loyalty are analyzed simultaneously via SEM.

The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market

How Quality, Value, Image, and Satisfaction Create Loyalty at a Chinese Telecom

The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services

The Korean government supports, unsparingly, the establishment and fostering of venture businesses centering around the information, telecommunication and bio industries in order to restructure the unbalanced industrial structure and strengthen the national competitiveness. For this, the Korean government established 'The Small Business Start-ups Promotion Act', and each ministry in Korean government sets up and implements several support programs for SMEs and venture businesses, such as funds, technologies, equipments, labors, locations, information, and tax supports. This paper analyzes empirically the satisfaction level of customers in such business incubators (BIs). The authors also suggest comprehensive plans for Korean BIs to provide customer-oriented and effective establishment and business supports.

https://ieeexplore.ieee.org/iel5/7553/20581/00952256.pdf

A study on the satisfaction of customers in Korean business incubators

Summary form only given as follows. Churn is the process of customer turnover. In mobile telecommunications market, several techniques can be employed to analyze why customers churn and which customers are most likely to churn in the future. Many mobile telecommunications firms have a mobile agency that provides handsets installation, maintenance, and replacement support for their customers. Although most of these have some salesmen to handle day-to-day maintenance and small-scale troubleshooting, expert advice is often required from the manufacturing companies for more complex maintenance and repair jobs. Prompt response to a request is needed to maintain customer satisfaction. Therefore, a mobile agency is usually set up to answer frequently encountered problems from the customers. Such information can be utilized by marketing departments to better target recruitment campaigns and by active monitoring of the customer call base to highlight customers who may, by the signature in their usage pattern, be thinking of migrating to another provider. As a collaborative research project with a multi-national company, this research investigated the application of data mining techniques to extract knowledge from the customer service database for two kinds of customer service activities: decision support and customer's complaint analysis. The information stored in the customer service database are classified as structured and unstructured textual data. The structured data are mined to enhance the decision making process for better management of resources and marketing of products. The unstructured data are mined to enhance the decision making process after it is converted to structured data format. In order to mine the structured data in the customer service database, a data mining process based on the data mining tool, Clementine was proposed. To support customer's complaint analysis, a data mining technique based on answer tree and neural network. This data mining technique can operate within a system to provide efficient online customer's complaint analysis over the Internet (and intranet).

Dong-Heon Jeong

Papers

The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services

A study on the satisfaction of customers in Korean business incubators

An application of data mining for marketing in telecommunication