scholarly journals Customer Loyalty In Indonesian’s Telecommunication Industry

2019 ◽  
Vol 9 (1) ◽  
pp. 4571-4577
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Customer Loyalty ◽  
Service Providers ◽  
Telecommunications Industry ◽  
Technological Factors ◽  
Financial Factors ◽  
Service Factors ◽  
Major Data ◽  
Structured Questionnaire

The study seekss to determine factors that affect customer satisfaction towards their loyalty in Indonesian telecommunications industry. The research seeks to find out how the influence of financial factors, Technology Factors and Customer Service Factors are on Customer Satisfaction and the influence of financial factors, Technology Factors and Customer Service Factors on Customer Loyalty directly or indirectly. The sources of data used in the article are major data and minor data. The major data were attained from a structured questionnaire. The questionnaire was opened online and the total respondents obtained were 160 respondents and they were valid. The results of this questionnaire indicate that the factors that influence Customer Satisfaction, namely, financial factors, technological factors and customer service factors also affect Customer Loyalty to telecommunications service providers in Indonesia. This study found that Financial Factors, Technology Factors and Customer Service Factors had a prospective influence on Customer Satisfaction, Customer Satisfaction had a determining relationship with Customer Loyalty and it was found that indirectly Financial Factors and Technology Factors through Customer Customer Satisfaction had a determining influence on Customer Loyalty whereas Customer Service Factor did not.

scholarly journals Factors Influencing to Customer Loyalty Towards Mobile Service Provider

2019 ◽  
pp. 139-144
Author(s):  
Febriana Valentiony Alamsyah
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Life Support ◽  
Service Providers ◽  
Telecommunications Industry ◽  
Mobile Service ◽  
Factors Influencing ◽  
Customer Intimacy ◽  
Customer Trust

ABSTRACT The use of cellphones as life support has made the telecommunications industry grow bigger. The features offered by smartphones vary, ranging from regular call services to several applications that can help people do things easily. This new phenomenon has made competition between mobile service providers increasingly stringent. They compete to get as many customers as possible and they also want to retain their current loyal customers. This study aims to determine the factors that influence customer loyalty. This study examines the effect of the quality of mobile services on customer satisfaction through customer trust and customer intimacy towards customer loyalty. As many as 400 people in Indonesia obtained from the Slovin’s formula have been examined to determine the factors that influence customer loyalty. All submitted variables are all positively accepted and customer satisfaction greatly influences customer trust. ABSTRAK Penggunaan ponsel sebagai pendukung kehidupan telah membuat industri telekomunikasi tumbuh semakin besar. Fitur yang ditawarkan oleh smartphone beragam, mulai dari layanan panggilan reguler hingga beberapa aplikasi yang bisa membantu orang melakukan hal dengan mudah. Fenomena baru ini telah membuat persaingan antar penyedia layanan mobile semakin ketat. Mereka bersaing untuk mendapatkan sebanyak mungkin pelanggan dan mereka juga ingin mempertahankan pelanggan setia mereka saat ini. Penelitian ini bertujuan untuk mengetahui faktor-faktor yang mempengaruhi loyalitas pelanggan. Penelitian ini meneliti pengaruh kualitas layanan mobile terhadap kepuasan pelanggan melalui kepercayaan pelanggan dan keintiman pelanggan terhadap loyalitas pelanggan. Sebanyak 400 orang di Indonesia yang didapat dari rumus slovin telah diperiksa untuk mengetahui faktor-faktor yang mempengaruhi loyalitas pelanggan. Semua variabel yang diajukan semuanya diterima secara positif dan kepuasan pelanggan sangat berpengaruh terhadap kepercayaan pelanggan.

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

2022 ◽  
Vol 18 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Equation Model ◽  
Mediating Effect ◽  
Customer Relationship ◽  
The Impact ◽  
The Relationship

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

Service Quality Dimensions and Customers' Satisfactions in Mobile Communications

2016 ◽  
Vol 4 (1) ◽  
pp. 38-45
Author(s):  
S. Sakthivel Rani ◽  
S. Kannan
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Mobile Communications ◽  
Global Economy ◽  
Service Providers ◽  
Relative Effect ◽  
Primary Data ◽  
Mobile Service ◽  
The World ◽  
Switching Barriers

Objective - The world is moving towards continuous and ubiquitous availability of information. Entry of private operators in 1990's, competition has caused prices to drop and calls across India are one of the cheapest in the world. Technological advances combined with forces of globalization resulted in the transformation of the economy, industries, markets and customers resulting in a connected knowledge economy, borderless global economy, globalizing, covering and consolidating industries, fragmenting and frictionless markets and active, connected, informed and demanding customers. The objective of this research is to ascertain the constructs like customer satisfaction towards the mobile phone service providers, switching barrier and the customer loyalty factors. Methodology/Technique - Respondents in the study are the customers who use mobile phones. Primary data were collected with the help of the specially designed questionnaire, which was administered to the mobile users. The final questionnaire was pre-tested on 40 respondents and the coefficient values are all above .8 thus meeting Nunnaly's recommendation of greater than 0.7 as the acceptable reliability level. The overall alpha value was 0.8 and the instrument consists of customer satisfaction regarding the mobile service providers, which includes factors like price (5 items, 0.816), network coverage (4 items, 0.795), customer service (5 items, 0.852) and usage (8 items, 0.884). Switching barriers factors consists of 28 items like credibility factors (8 items, 0.863), congruency factors (7 items, 0.816), switching cast (8 items, 0.871), and value (5 items, 0.900). Final part of the instrument includes 17 customer loyalty factors like trust (7 items, 0.858), commitment (4 items, 0.848), word of mouth (3 items, 0.779) and cooperation (3 items, 0.691). Findings - Gender, location of the customers and service providers has a significant association with level of customer satisfaction. Gender and occupation have a significant association with level of customer switching barriers. Hierarchical regression analysis was used to analyze the main effect and the adjustment effect of those switching barrier factors and the relative effect. The contribution is that this study reviews theoretically and verifies empirically the relationship and mechanism between the customer retention and the switching barrier. Type of Paper - Empirical Keywords: Customer satisfaction factors; switching barrier factors; Customer loyalty factors.

Customer Loyalty in Financial Sector: A case study of Commercial Banks in Southern Punjab

2014 ◽  
Vol 1 (1) ◽  
pp. 587 ◽  
Author(s):  
Syed Usman Ali Gillani ◽  
Dr. Abdul Ghafoor Awan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Commercial Banks ◽  
Perceived Value ◽  
Financial Sector ◽  
Business Environment ◽  
Comprehensive Model

By considering the intense competitiveness and prevalent challenges in the current business environment, organizations can’t survive just focusing on attracting and capturing new customer but they have to choose the strategy that help in retaining the existing customers and enhanced their loyalty to the organization. So, in the customer service based industry, satisfied customers are no longer suitable, and the businesses have to explore the new ways to flourish and promote the loyalty of customers. The current study hypothesize that customer loyalty is significantly affected by the customer satisfaction and trust of the customers. Whereas, perceived value and service quality is important determinants to create the customer satisfaction and trust. The data was collected from different customers of various banks and the hypothesize links are tested. Results indicate that there is a significant relationship between customer satisfaction and trust with customer loyalty. It is also confirmed that service quality and perceived value are important antecedents of customer satisfaction and trust. The results present a comprehensive model in the financial sector to create and manage customer loyalty.

Multi-Channel Retailing and Customer Satisfaction

2011 ◽  
pp. 47-58
Author(s):  
Patricia T. Warrington ◽  
Elizabeth Gangstad ◽  
Richard Feinberg ◽  
Ko de Ruyter
Keyword(s):  
Experimental Design ◽  
Customer Satisfaction ◽  
Cultural Differences ◽  
Customer Service ◽  
Customer Loyalty ◽  
Purchase Intentions ◽  
Necessary Condition ◽  
Competitive Advantages ◽  
Retail Channel ◽  
Shopping Experience

Multi-channel retailers that utilize an e-CRM approach stand to benefit in multiple arenas by providing targeted customer service as well as gaining operational and competitive advantages. To that end, it is inherent that multi-channel retailers better understand how satisfaction—a necessary condition for building customer loyalty—influences consumers’ decisions to shop in one retail channel or another. The purpose of this study was to examine the influence of shopping experience on customers’ future purchase intentions, both for the retailer and for the channel. Using a controlled experimental design, U.S. and European subjects responded to a series of questions regarding the likelihood making a future purchase following either a positive or negative shopping encounter. Results suggest that shopping intentions vary based on the shopping channel as well as cultural differences.

scholarly journals Assessing the Impact of Service Quality on Customers and Operators: Empirical Study

2016 ◽  
Vol 11 (9) ◽  
pp. 207
Author(s):  
Mohammad Sultan Ahmad Ansari ◽  
Jamal Ahmad Farooquie ◽  
Said Gattoufi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Customer Loyalty ◽  
Service Providers ◽  
Operational Performance ◽  
Service Delivery System ◽  
Telecom Service ◽  
The Impact ◽  
Original Equipment Manufacturers

The aim of this paper is to evaluate the impact of Service Quality on Customer Satisfaction, Customer Loyalty and Operational Performance of telecom service industry in Sultanate of Oman. It also investigate how technology adds value to service delivery system and improvement of Service Quality. The empirical data were collected by administering 1,450 questionnaires and out of which 888 completed and usable responses were retrieved. The study is first of kind that evaluated well-established chain of service i.e. services provided by Original Equipment Manufacturers to Telecom Service Providers and further service provided by the Telecom Service Providers to the End Users. The feedback was taken on forward and backward chain to evaluate comprehensive service chain, instead of evaluating an individual chain i.e. Service provided by Original Equipment Manufacturers to Telecom Service Providers or vice versa or from Telecom Service Providers to the End Users. Questionnaires feedback was taken from comprehensive chain of services, i.e. forward and backward chain feedback was considered. Research findings suggest that technological support would improve service delivery system and service organizations shall put special emphasize on Service Quality for achieving critical success, which would improve overall Customer Satisfaction, Customer Loyalty, Operational Performance and Firm Profitability.

Internet Banking Service Quality, Customer Satisfaction and Customer Loyalty

2016 ◽  
Vol 7 (1) ◽  
pp. 1-17 ◽  
Author(s):  
Pham Long ◽  
Phan Dien Vy
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Relevant Literature ◽  
Internet Banking ◽  
Three Dimensions ◽  
Online Information ◽  
System Quality ◽  
Banking Service

Service quality is one of the key factors in determining the success or failure of e-banking. To gain and sustain competitive advantages in the rival-driven e-banking market, it is thus crucial for e-banks to understand in-depth what customers perceive to be the key dimensions of service quality and what impacts the identified dimensions have on the customers' perceived overall service quality, satisfaction, and loyalty. This paper attempts, based on an extensive review of relevant literature, to provide a model integrating internet banking service quality dimensions, overall internet banking service quality, customer satisfaction and customer loyalty in the context of Vietnam - emerging as a new potential market. The findings of this study indicate that three dimensions of internet banking service quality namely online customer service quality, online information system quality and banking service product quality are found to be statistically significant in determining overall internet banking service quality. In addition, overall internet banking service quality has significant impact on customer satisfaction and in turn customer satisfaction has significant impact on customer loyalty. Implications and recommendations are discussed with the aim of improving internet banking services, customer satisfaction and customer loyalty.

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