Switching Behavior and Customer Satisfaction in Mobile Services Questionnaire

2015 ◽  
Author(s):  
Cristina Calvo-Porral ◽  
Jean-Pierre Lévy-Mangin
Keyword(s):  
Customer Satisfaction ◽  
Mobile Services ◽  
Switching Behavior

scholarly journals THE EFFECTS OF MOBILE SERVICE QUALITIES ON CUSTOMER REUSE INTENTION OF GOJEK SUPER APP

2020 ◽  
Vol 8 (4) ◽  
pp. 1134-1146
Author(s):  
Adisthy Shabrina Nurqamarani ◽  
LCA Robin Jonathan ◽  
Elvyani NH Gaffar ◽  
Andi Indrawati
Keyword(s):  
Customer Satisfaction ◽  
Mobile Services ◽  
Partial Least Square ◽  
Least Square ◽  
Business Success ◽  
Mobile Service ◽  
Marginal Effect ◽  
Consumer Loyalty ◽  
Quality Factors ◽  
Online Questionnaire

Purpose: Customer satisfaction and reuse intention are fundamental to business success, no exception in digital business. Therefore, the purpose of the study is to determine the dimensions of mobile service quality and its effects on customer satisfaction and reuse intention. Gojek is selected as it is the first super app in the world at once the first “decacorn” company in Indonesia. Methodology: This is a quantitative analysis approach explanatory test. The data were gathered using a purposeful sampling approach using an online questionnaire. The aim of this analysis is to evaluate data from 384 respondents using Warp Partial Least Square 6.0. Main Findings: The result indicates that customer satisfaction directly influences content, program, and digital payment quality. The reuse aim often has a beneficial impact on knowledge efficiency, program functionality, and consumer service. Digital payment accuracy, nevertheless, has a marginal effect on reuse purposes. The finding also reveals that the consistency of the program is the main driver for consumer loyalty and reuse. Implications/Applications: The analysis is critical because in the super application it illustrates quality factors. While the research refers to the Gojek super program, this analysis relates to customers' feedback and the plan to use it on mobile apps. Novelty/originality of this study: This work is an early attempt to detect mobile quality factors that impact reuse in the super application. There is still limited research on the effects of quality mobile services in the super app. The research analyzed the standard of mobile services consisting of knowledge standard, device quality, and super-application digital payment efficiency. The research offered insight into the most significant variables that influence consumer loyalty and the ability to reuse.

The Importance of Customer Satisfaction and Customer Loyalty in the Service Sector

2017 ◽  
pp. 59-82 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Customer Satisfaction ◽  
Organizational Performance ◽  
Customer Loyalty ◽  
Service Sector ◽  
Brand Management ◽  
Value Added ◽  
Switching Behavior ◽  
Travel Agency ◽  
Mobile Service ◽  
Service Company

This chapter presents the overview of customer satisfaction; customer satisfaction and service quality; customer satisfaction and Online Travel Agency (OTA) websites in the tourism industry; customer satisfaction and switching behavior in the mobile service company; the overview of customer loyalty; the advanced issues of customer loyalty program; and the relationships among customer loyalty, customer satisfaction, brand management, and social media. Creating loyalty among customers can help service company significantly increase the purchases of existing products, charge premium prices for the appreciation of value-added services, and create the positive word-of-mouth promotion for the company, which is the significant marketing objective in the service sector. The chapter argues that facilitating customer satisfaction and customer loyalty has the potential to enhance organizational performance and gain sustainable competitive advantage in the service sector.

scholarly journals Modeling the rationality of customers’ switching mobile services behavior

2019 ◽  
Vol 11 ◽  
pp. 184797901986541 ◽  
Author(s):  
Sa’Ed M Salhieh
Keyword(s):  
Customer Loyalty ◽  
Service Provider ◽  
Rational Choice Theory ◽  
Choice Theory ◽  
Service Providers ◽  
Mobile Services ◽  
Switching Behavior ◽  
Mobile Service ◽  
Logistics Regression ◽  
True Choice

This article analyzes the rationality of customer’s behavior when switching mobile services. Customer rationality is manifested by selecting the service provider capable of delivering the highest amount of benefits to the customer. A model based on multinomial logistics regression that makes use of the rational choice theory is developed to emulate customers’ service switching behavior and predicts the probability of switching mobile services. Customer rationality is assessed by comparing the choice predicted by the model with the true choice of customers and rationality is considered as achieved when a customer chooses a service provider that maximizes his/her benefit. The model was tested and validated by modeling the behavior of customers in the Jordanian telecommunication market and a rationality assessment was conducted. The results show that mobile service customers in Jordan are making rational decisions and would be willing to switch their current service provider if offered a better service. The study encourages service providers to challenge their assessment of customer loyalty and investigate new ways to enhance customer experience and guarantee customer loyalty.

Reducing Assortments without Losing Business: Key Lessons for Retailers and Manufacturers

2011 ◽  
Vol 3 (2) ◽  
pp. 26-33 ◽  
Author(s):  
Laurens Sloot ◽  
Peter Verhoef
Keyword(s):  
Supply Chain ◽  
Customer Satisfaction ◽  
Switching Behavior ◽  
Negative Effects ◽  
Short Run ◽  
Assortment Reduction ◽  
Multiple Categories

Abstract To gain efficiencies in the supply chain, retailers regularly consider which items of products or brands they can delist. However, increased efficiency is not granted when products are dropped. Choosing the “wrong” products or brands may result in reduced customer satisfaction, lost category sales, or increased store switching behavior. The detergent assortment reduction at a Dutch retailer showed that sales losses can only be observed in the short run and that the reduced assortment is more attractive, especially to new buyers in the category. A survey across multiple categories revealed that negative effects of delisting are less risky for weaker brands and utilitarian products. Retailers are welladvised to be cautious with dropping strong, hedonic brands and use a set of criteria to make the best delisting decisions. Manufacturers should apply approaches depending on the strengths of their brands when confronted with an impending delisting

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