A study on Influencing relationship between loyalty program’s perceived value and service loyalty in mobile telecommunication service market

2015 ◽  
Vol 17 (3) ◽  
pp. 323-358
Author(s):  
JeongHeonBae ◽  
노승훈
Keyword(s):  
Perceived Value ◽  
Telecommunication Service ◽  
Mobile Telecommunication ◽  
Service Market ◽  
Service Loyalty

Innovation and imitation effects in the mobile telecommunication service market

2012 ◽  
Vol 6 (3) ◽  
pp. 265-278 ◽  
Author(s):  
Sang-Gun Lee ◽  
Byeonghwa Park ◽  
Si-Hyeon Kim ◽  
Hong-Hee Lee
Keyword(s):  
Telecommunication Service ◽  
Mobile Telecommunication ◽  
Service Market

An intervariable approach to customer satisfaction and loyalty in the internet service market

2019 ◽  
Vol 29 (4) ◽  
pp. 772-798 ◽  
Author(s):  
Mamoun N. Akroush ◽  
Bushra K. Mahadin
Keyword(s):  
Customer Satisfaction ◽  
Customer Value ◽  
Perceived Value ◽  
Future Research ◽  
The Internet ◽  
Service Market ◽  
Internet Service ◽  
Confirmatory Factor Analyses ◽  
Content Type ◽  
Attitudinal Loyalty

Purpose The purpose of this paper is to examine a multidimensional model of customer perceived value (CPV), customer satisfaction (CS) and loyalty from internet subscribers’ perspectives. Design/methodology/approach In total, 1,297 out of 2,000 online surveys were valid for the analysis. Confirmatory factor analyses were performed to assess the research constructs’ unidimensionality, validity and composite reliability. Structural path analysis was used to test the hypothesized relationships of the research model. Findings CPV positively affects functional and technical satisfaction as well as cognitive loyalty. Functional satisfaction positively affects technical satisfaction and attitudinal loyalty. Attitudinal loyalty positively affects cognitive and behavioral loyalty, and the latter positively affects cognitive loyalty. In total, 53 percent of variation in cognitive loyalty was caused by behavioral, attitudinal loyalty and perceived value path. Research limitations/implications Future research could investigate other outcomes of CS dimensions, such as customer lifetime value, customer retention, profitability, return on investment and market share, and their effects on customer loyalty (CL). Future research can also examine the effect of other dimensions of perceived customer value on CS and loyalty dimensions simultaneously. Other future research areas are also outlined. Practical implications CPV acts as a cornerstone to developing a successful multidimensional program of CL through functional and technical satisfactions. Marketing directors need to focus on building CL schemes and strategies that should take into consideration the long-term and short-term loyalty. Originality/value Theoretically, using an intervariable perspective, this paper has responded to important calls for conducting research on the chain of perceived value, CS and loyalty chain. Practically, this paper is the first empirical research devoted to developing an intervariable approach to the chain of perceived value, CS and loyalty in the internet service market.

scholarly journals FACTORS AFFECTING CUSTOMER LOYALTY OF MOBILE RFID SERVICES IN KOREA

2013 ◽  
Vol 19 (4) ◽  
pp. 687-705 ◽  
Author(s):  
Yong-Jae Park ◽  
Myung-Hwan Rim ◽  
Seung-Koog Lee
Keyword(s):  
Customer Satisfaction ◽  
Empirical Analysis ◽  
Customer Loyalty ◽  
Radio Frequency Identification ◽  
Perceived Value ◽  
Ease Of Use ◽  
Telecommunication Service ◽  
Factors Affecting ◽  
Switching Barriers ◽  
Mobile Rfid

Mobile radio frequency identification (RFID) services are expected to be launched in full-scale as a new service option in the telecommunications service market following the development of RFID technology and maturation of the IT infrastructure. Importance of customer loyalty has been widely recognized in business marketing for a long time, and the customer loyalty enhancement strategies for mobile RFID services is of significance to telecommunication carriers in terms of new business value creation. This study identifies the factors affecting customer loyalty for mobile RFID services and presents telecommunication service managers with information useful for improving customer loyalty for related new services. The data was collected from customers with some experience in the use of mobile RFID services through an online survey for an empirical analysis. And the collected data was analysed with structural equation model to verify the cause and effect relationship among perceived quality, switching cost, perceived value, customer satisfaction, switching barrier and customer relationship. The analysis showed that the quality of tag recognition and content quality proved to have a direct impact on the customer satisfaction, whereas connection quality and ease of use would rather indirectly than directly influence customer satisfaction by perceived value. Perceived value and satisfaction affected the loyalty. Adaptation cost affects switching barriers, the higher the switching barriers, the stronger the loyalty. Based on the results of the empirical analysis, practical implications were given. What is more, mobile RFID customers were divided into two groups that are favourably and unfavourably disposed toward the service, and suggested customer loyalty improvement strategies adapted for each group.

scholarly journals Evaluasi Kualitas Layanan terhadap Operator Telekomunikasi: Tinjauan Perspektif Pelanggan

2017 ◽  
Vol 16 (2) ◽  
pp. 106
Author(s):  
Armin Darmawan ◽  
Mulyadi Mulyadi ◽  
Fauziah Fauziah
Keyword(s):  
Service Quality ◽  
Mobile Network ◽  
Level Of Service ◽  
Telecommunication Service ◽  
Quality Level ◽  
Mobile Telecommunication ◽  
Five Dimensions ◽  
Network Provider ◽  
Internet Telephone ◽  
High Level

This study examines the quality level of service in one of the telecommunication operator (mobile network provider) in Makassar. This paper focuses on the identification of the gaps, mapping quality level of service, and the evaluation of the service quality level. The study was conducted using SERVQUAL approach which refers to the five dimensions of service quality. SERVQUAL is helpful in identifying, mapping, and analyzing the gap level between expectations and perceptions of a telecommunication service. Questionnaires were randomly distributed to the 400 respondents’ mobile telecommunication users in Makassar. The results show that there were 10 negative attributes on the SERVQUAL value of 15 questions. This indicates that the service quality to the users is at the low level. For mapping and prioritization of services related attributes that need to be improved, this study used the Importance-Performance Analysis (IPA) diagram. The first quadrant indicates a high level of customer expectations relative to those attributes but on the perception remains low. The first quadrant is a mapping attribute which is prioritized in the improvement of service quality related to the reliability dimensions i.e the improvement of network quality, network expansion, and the affordable cost of access (Internet, telephone, and SMS).

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