Journal ArticleDOI
The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services
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TLDR
In this paper, the adjustment effect of the switching barrier on customer satisfaction and customer loyalty is analyzed. But the authors focus on customer loyalty in the context of the IMT-2000 service and the scheduled introduction of mobile number portability.About:
This article is published in Telecommunications Policy.The article was published on 2004-03-01. It has received 971 citations till now. The article focuses on the topics: Customer retention & Loyalty business model.read more
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The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services
TL;DR: The proposed model is proven with the effectiveness in explaining the relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile added-value services.
Journal ArticleDOI
Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China
TL;DR: It is confirmed that trust, perceived service quality, perceived customer value, including functional value and emotional value, contribute to generating customer satisfaction with MIM and that age, gender, and usage time have moderating effects.
Journal ArticleDOI
Trust and Satisfaction, Two Stepping Stones for Successful E-Commerce Relationships: A Longitudinal Exploration
TL;DR: 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.
Journal ArticleDOI
The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market
Serkan Aydin,Gökhan Özer +1 more
TL;DR: In this article, the authors examined the relationship between corporate image, perceived service quality, trust and customer switching costs, and the relationships among these factors in the Turkish GSM sector, where data was obtained from 1,662 mobile phone users in Turkey via questionnaire.
Journal ArticleDOI
How Quality, Value, Image, and Satisfaction Create Loyalty at a Chinese Telecom
TL;DR: In this article, an integrative model was proposed and tested to examine the relations among service quality, value, image, satisfaction, and loyalty in China, which revealed that service quality directly influences both perceived value and image perceptions, and that corporate image influences value and that both customer satisfaction and value are significant determinants of loyalty.
References
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Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
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Satisfaction: A Behavioral Perspective On The Consumer
TL;DR: Satisfaction: Satisfaction is defined as "the object of desire" as mentioned in this paper, and it is defined by attributes, features, and dimensions of a person's attributes and dimensions.
Journal ArticleDOI
Customer Loyalty: Toward an Integrated Conceptual Framework:
TL;DR: In this paper, customer loyalty is viewed as the strength of the relationship between an individual's relative attitude and repeat patronage, and the relationship is mediated by social norms and situational factors.
Journal ArticleDOI
A National Customer Satisfaction Barometer: The Swedish Experience:
TL;DR: Swedish companies and some industries monitor customer satisfaction on a continual basis, but Sweden is the first country to do so on a national level as mentioned in this paper. And the annual Customer Satisfaction Baro...
Journal ArticleDOI
Relational Benefits in Services Industries: The Customer’s Perspective:
TL;DR: In this paper, the authors examined the benefits customers receive as a result of engaging in long-term relational exchanges with service firms and found that consumer relational benefits can be categorized into three distinct benefit types: confidence, social, and special treatment benefits.
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