scholarly journals Investigating the Effects of Consumer Innovativeness, Service Quality and Service Switching Costs on Service Loyalty in the Mobile Phone Service Context

2016 ◽  
Vol 18 (1) ◽  
pp. 21 ◽  
Author(s):  
Farzana Quoquab ◽  
Nor Liza Abdullah ◽  
Jihad Mohammad
Keyword(s):  
Service Quality ◽  
Mobile Phone ◽  
Structural Equation ◽  
Switching Costs ◽  
Loyalty Programs ◽  
Service Satisfaction ◽  
Cross Sectional Survey ◽  
Consumer Innovativeness ◽  
Service Loyalty ◽  
Phone Service

The objective of this study is to examine the effects of consumer innovativeness, service quality, service switching costs and service satisfaction on service loyalty among mobile phone service users. A cross sectional survey was employed which yielded 535 responses. Structural equation modelling using the AMOS version 2.0 was utilized to test study the hypotheses. Test results reveal that service satisfaction, service switching costs and service quality are the three antecedents that directly influence service loyalty. However, consumer innovativeness does not have any direct effect on service loyalty. Moreover, service satisfaction is found to be a partial mediator between ‘service quality’ and ‘service loyalty’. Findings from this study will develop insights to enable policy-makers, managers and marketers to better strategize and effectively implement loyalty programs and prevent their customers from switching. This will enhance value creation for both their users and for the industry.

scholarly journals The Role of Dedication-Based and Constraint-Based Mechanisms in Consumers’ Sustainable Outcomes in the Coffee Chain Industry

2018 ◽  
Author(s):  
Byoungsoo Kim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Physical Environment ◽  
Structural Equation ◽  
Switching Costs ◽  
Brand Image ◽  
Loyalty Programs ◽  
Equation Modeling

Given the increase in consumers’ preferences for coffee, it is becoming important to understand their decision-making processes in the coffee chain context. To deepen the understanding of sustainable outcomes in this context, this study investigates the role of dedication- and constraint-based mechanisms in forming consumers’ repurchase and positive word-of-mouth (WOM) intentions, two critical sustainable outcomes. We examined the effects of coffee quality, the quality of the physical environment, and service quality in accelerating the formation of dedication-based factors. Moreover, this study offers an in-depth understanding of the enablers of perceived switching costs. Data collected from 238 university students that frequently visit coffee chains are empirically tested against the proposed theoretical framework by using structural equation modeling. The results confirm that both dedication- and constraint-based factors substantially predict consumers’ sustainable outcomes in the coffee chain context. Brand image and perceived switching costs play an important role in enhancing consumers’ repurchase and positive WOM intentions compared with customer satisfaction. Coffee quality is significantly associated with both customer satisfaction and brand image, whereas the quality of the physical environment and service quality are only significantly associated with brand image. Habit is found to be the key enabler of perceived switching costs, while loyalty programs have no significant impact on perceived switching costs.

scholarly journals The Role of Dedication-Based and Constraint-Based Mechanisms in Consumers’ Sustainable Outcomes in the Coffee Chain Industry

2018 ◽  
Vol 10 (8) ◽  
pp. 2636 ◽  
Author(s):  
Byoungsoo Kim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Physical Environment ◽  
Structural Equation ◽  
Switching Costs ◽  
Brand Image ◽  
Loyalty Programs ◽  
Equation Modeling

Given the increase in consumers’ preferences for coffee, it is becoming important to understand their decision-making processes in the coffee chain context. To deepen the understanding of sustainable outcomes in this context, this study investigates the role of dedication- and constraint-based mechanisms in forming consumers’ repurchase and positive word-of-mouth (WOM) intentions, two critical sustainable outcomes. We examined the effects of coffee quality, the quality of the physical environment, and service quality in accelerating the formation of dedication-based factors. Moreover, this study offers an in-depth understanding of the enablers of perceived switching costs. Data collected from 238 university students that frequently visit coffee chains were empirically tested against the proposed theoretical framework by using structural equation modeling. The results confirm that both dedication- and constraint-based factors substantially predict consumers’ sustainable outcomes in the coffee chain context. Brand image and perceived switching costs play an important role in enhancing consumers’ repurchase and positive WOM intentions compared with customer satisfaction. Coffee quality is significantly associated with both customer satisfaction and brand image, whereas the quality of the physical environment and service quality are only significantly associated with brand image. Habit is found to be the key enabler of perceived switching costs, while loyalty programs have no significant impact on perceived switching costs.

Investigating Switching Cost Roles in Determining Loyalty in the Mobile Telecommunications Market

2011 ◽  
Vol 2 (4) ◽  
pp. 1-16 ◽  
Author(s):  
Abdul Qayyum ◽  
Do Ba Khang
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Switching Costs ◽  
Field Survey ◽  
Mobile Telecommunications ◽  
Perceived Service Quality ◽  
Equation Modelling ◽  
Quality Value ◽  
Telecommunications Market

The paper evaluates various roles (direct antecedent, mediator or moderator) of perceived switching costs in determining customer loyalty in the mobile telecommunications market. Data were collected through a field survey of mobile phone users in Pakistan. Structural equation modelling was used to evaluate hypothesized relationships. Perceived switching costs were found to play all three roles. Findings suggest that perceived switching costs directly influence customer loyalty, mediate the impacts of perceived service quality, value, and trust on customer loyalty and negatively moderate the relationships of satisfaction and perceived service quality with customer loyalty. Implications of these findings are discussed.

A Study on Customer Profiling of Mobile Phone Service Providers in Emerging Markets — Case of Kolkata, India

2009 ◽  
Vol 34 (4) ◽  
pp. 488-517
Author(s):  
Shibashish Chakraborty ◽  
Kalyan Sengupta
Keyword(s):  
Service Quality ◽  
Mobile Phone ◽  
Urban Poor ◽  
Consumer Satisfaction ◽  
Service Providers ◽  
Multivariate Techniques ◽  
Future Expectations ◽  
Functional Quality ◽  
Networking Tool ◽  
Phone Service

India is considered to be one of the fastest growing markets for mobile phones. The National target plan was to have a 250 million subscriber base by December 2007 (DOT Annual report 2006–2007). Primarily, which was a mode of fashion and status in the urban rich of the society, is fast changing its role as a convenient networking tool and penetrating in to all parts of the society including urban poor and even to rich rural class. Mobile phone service providers play a major role in satisfying needs of customers. It is becoming increasingly important for the companies to understand the changing customers' need, attitude and behaviour towards mobile phone services in order to compete efficiently which may lead to higher market share. Past researches focused extensively on measuring consumer perception of quality and determinants of service quality (Parasuraman et al., 1988, etc.). Cronin and Taylor (1992, 1994) have investigated the conceptualization and measurement of service quality and suggested relationships among service quality, consumer satisfaction and purchase intentions. It was Gronroos in 1990, who mentioned about importance of flexibility as one of the determinants of service quality, which may be considered as extremely valuable determinant in the face of future expectations from mobile phone service providers. The objective of the present study was to understand the nature and importance of generic requirements, functional quality, flexibility, and price which may generate satisfaction in the minds of customers of mobile phone service providers. A survey was conducted with a sample of 277 respondents from the city of Kolkata, where 19 items were selected to measure their importance and attitudes towards the current brand of service providers. Suitable multivariate techniques were applied to infer important determinants of customer satisfaction and possible segmentations.

Evaluating service quality in automobile maintenance and repair industry

2019 ◽  
Vol 32 (1) ◽  
pp. 117-134 ◽  
Author(s):  
Nikunj Kumar Jain ◽  
Alok Kumar Singh ◽  
Kapil Kaushik
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Structural Equation ◽  
Mediating Effect ◽  
Service Satisfaction ◽  
Content Type ◽  
Maintenance And Repair ◽  
Service Fairness ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this paper is to analyse service quality in the automobile maintenance and repair industry. A conceptual structural model is developed to investigate the impact of service quality, perceived service fairness and convenience on customer service satisfaction. The impact of service satisfaction and brand trust on word of mouth (WOM) is also explored, and the study assesses the mediating effect of customer service satisfaction on the relationship between service quality and WOM. Design/methodology/approach Data from a questionnaire-based survey of 259 users of automobile maintenance and repair centres were analysed using covariance-based structural equation modelling. Findings The findings indicate that service quality dimensions (reliability, responsiveness and empathy), perceived service fairness and convenience are positively associated with customer service satisfaction, and that service satisfaction and trust positively influence WOM. The findings support the mediating effect of service satisfaction on the relationship between reliability and responsiveness and WOM. Research limitations/implications The study’s main limitation is the cross-sectional design, which limits the generalisability of the findings. Practical implications To ensure customer satisfaction and generate trust and WOM, automobile maintenance and repair service centres should improve reliability, responsiveness and empathy, as well as perceived service fairness and convenience. Originality/value The study demonstrates that the reliability and responsiveness dimensions of service quality are the most significant predictors of customer service satisfaction in the automobile maintenance and repair industry.

A confirmatory factor analysis for SERVPERF instrument based on a sample of students from Syrian universities

2015 ◽  
Vol 57 (3) ◽  
pp. 343-359 ◽  
Author(s):  
Ali Bassam Mahmoud ◽  
Bayan Khalifa
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Support Staff ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Content Type ◽  
Higher Education System

Purpose – The purpose of this paper is to confirm the factorial structure of SERVPERF based on an exploration of its dimensionality among Syrian universities’ students. It also aimed at assessing the perceived service quality offered at these universities. Design/methodology/approach – A cross-sectional survey was conducted targeting students at Syrian universities. Using a pilot sample of 40 students, the authors developed their hypotheses. Thereafter, based on a sample of 259 students, the hypotheses were tested using structural equation modeling and one-sample t-test. Findings – The findings revealed that SERVPERF in the Syrian universities’ context was a three-factor instrument consisting of the three dimensions: faculty-individualized attention, support staff helpfulness, and support staff empathy. Moreover, the findings showed that students at Syrian universities hold negative perceptions toward all of the three service quality dimensions provided by their universities. Practical implications – Given the imperative need for universities to monitor and improve the quality of their services, this study can help Syrian universities’ administrations understand the perceptions of their students toward services offered, which can help them formulate effective marketing strategies. Originality/value – This paper came to be one of the first studies that attempted to assess the perceived quality of services offered through the Syrian higher education system. Additionally, this study pioneered through drawing a factorial picture for SERVPERF at the Syrian Arab context.

scholarly journals PERAN KEPUASAN KONSUMEN DALAM MEMEDIASI PENGARUH KUALITAS LAYANAN TERHADAP MINAT BELI KONSUMEN UNTUK MENGGUNAKAN JASA MASKAPAI PENERBANGAN AIR ASIA

2017 ◽  
Vol 13 (1) ◽  
Author(s):  
Yohanes Febrianto ◽  
Tumpal J. R. Sitinjak
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Provider ◽  
Purchase Intention ◽  
Structural Equation ◽  
Low Cost ◽  
High Mobility ◽  
Equation Modeling ◽  
Research Use ◽  
Service Loyalty

In this fast-paced era, high mobility has become necessity for people. They need a fast, simple and cheap transportation.Low cost airlines be an option for people to support their needs. One of the airlines service provider that have low cost concept is Air Asia.This research aims to study the effect of service quality on Air Asia customer purchase intention mediated by customer satisfaction.This research use non-probability sampling with judgement approachment method to collect the data, that the respondent ever used the Air Asia service provider at least once a time. This research collect the data from 150 respondent. The data is collected by the questionnaire and tested by SEM (structural equation modeling) with Lisrel 8.80. The result of this research is there are significant effect between service loyalty and customer satisfaction on customer purchase intention partially and there is a significant effect between service quality on customer purchase intention mediated by customer satisfaction.<br />Keywords: Service Quality, Customer Satisfaction, Customer Purchase Intention

Structural Equation Modeling to Determine Passenger Loyalty toward Intercity Bus Services

2005 ◽  
Vol 1927 (1) ◽  
pp. 249-255 ◽  
Author(s):  
Chieh-Hua Wen ◽  
Lawrence W. Lan ◽  
Hsiu-Ling Cheng
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Switching Costs ◽  
Structural Equation Models ◽  
Equation Modeling ◽  
Latent Factors ◽  
Empirical Results ◽  
Service Value ◽  
Positive Effects ◽  
Bus Services

This paper investigates passenger loyalty to intercity bus services and identifies important factors influencing loyalty. The relationships between passenger loyalty and other latent factors, including satisfaction, service value, service quality, sacrifice, switching costs, attractiveness of competitors, and trust are hypothesized and tested. Factor analysis is used to extract the latent service quality factors from a large number of service quality indicators. Structural equation models are then developed to elucidate the causal relationships of passenger loyalty and the latent factors. The empirical results have confirmed the proposed hypotheses. Satisfaction has the most significant influence on passenger loyalty. Service value, switching costs, and trust have direct and positive effects on loyalty, whereas attractiveness of competitors has a direct negative effect. The indirect effect of service quality, via service value and satisfaction, on passenger loyalty is also significant. From the empirical results, managerial implications for the bus carriers are addressed.

A study on mobile phone service loyalty in Taiwan

2012 ◽  
Vol 23 (7-8) ◽  
pp. 807-819 ◽  
Author(s):  
Ching-Fu Chen ◽  
Lee-Ting Cheng
Keyword(s):  
Mobile Phone ◽  
Service Loyalty ◽  
Phone Service
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