scholarly journals Causal Role of Emotionally based Satisfaction and Service Reputation in Explaining Relationship between Service Quality, Satisfaction and Service Loyalty in Mobile Telecommunication Company

2009 ◽  
Vol 9 (6) ◽  
pp. 344-356
Author(s):  
Chul-Jae Choi ◽  
Seung-Whan Park
Keyword(s):  
Service Quality ◽  
Causal Role ◽  
Mobile Telecommunication ◽  
Service Loyalty ◽  
Telecommunication Company

scholarly journals Leveraging Customers Loyalty in Telecommunication Industry: The Role of Service Quality and Customer Satisfaction a PLS Approach

2019 ◽  
Vol 3 (1) ◽  
pp. 1-10
Author(s):  
Ahmad Aliyu Palladan ◽  
Muhammad Adamu Ahmad
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Telecommunication Industry ◽  
Mobile Telecommunication ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Customer's Loyalty ◽  
The Relationship

This study examines the moderating effect of customer satisfaction on the relationships between service quality dimensions and customer loyalty in mobile telecommunication industry in Nigeria. The study employed SmartPLS3 software for the analysis and hypotheses testing. The results of the study reveal that assurance, empathy, reliability and tangibility are positively related to customer’s loyalty. In addition, customer satisfaction had been found to moderate the relationship between customer loyalty and the five SERVQUAL dimensions with the exception of responsiveness and tangibility. Relationship between responsiveness and customer’s loyalty has been found to be negative. Finally, the study proposed some recommendations and implication for the study.   

scholarly journals How Important Is Customer Satisfaction? Quantitative Evidence from Mobile Telecommunication Market

2016 ◽  
Vol 11 (6) ◽  
pp. 57 ◽  
Author(s):  
Irfan Muhammad ◽  
Mohammad Farid Shamsudin ◽  
Noor Ul Hadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Coefficient Of Determination ◽  
Mobile Telecommunication ◽  
Quantitative Evidence ◽  
Telecommunication Market ◽  
The Relationship

<span lang="EN-US">To investigates the importance of customer satisfaction in Pakistani mobile telecommunication market. This study explores whether customer satisfaction affects the relationship between customer loyalty and service quality, and also between customer loyalty and perceived value. The study found the coefficient of determination (R<sup>2</sup>) for the overall model to be considerable. The role of customer satisfaction was significant in assessing the contribution of exogenous constructs to the R<sup>2</sup> value of endogenous constructs (<em>f<sup>2</sup></em>&gt; 0.35). All exogenous constructs in the model had good predictive relevance for endogenous constructs, as Q<sup>2</sup> value was above the threshold (0.156 for customer satisfaction, and 0.467 for customer loyalty). The <em>q<sup>2</sup> </em>effect size of customer satisfaction on customer loyalty is large (<em>q<sup>2</sup></em>= 0.448). VAF accounted for more than 80% of both indirect effects, indicating the importance of customer satisfaction on the relationship between service quality and customer loyalty, and between perceived value and customer loyalty.</span>

Do Writing Directions Influence How People Map Space onto Time?

2018 ◽  
Vol 77 (4) ◽  
pp. 173-184
Author(s):  
Wenxing Yang ◽  
Ying Sun
Keyword(s):  
Mental Representations ◽  
Space Time ◽  
Horizontal Axis ◽  
Causal Role ◽  
Writing Systems ◽  
Temporal Cognition ◽  
Japanese Speakers ◽  
Psychological Experiments ◽  
Vertical Up

Abstract. The causal role of a unidirectional orthography in shaping speakers’ mental representations of time seems to be well established by many psychological experiments. However, the question of whether bidirectional writing systems in some languages can also produce such an impact on temporal cognition remains unresolved. To address this issue, the present study focused on Japanese and Taiwanese, both of which have a similar mix of texts written horizontally from left to right (HLR) and vertically from top to bottom (VTB). Two experiments were performed which recruited Japanese and Taiwanese speakers as participants. Experiment 1 used an explicit temporal arrangement design, and Experiment 2 measured implicit space-time associations in participants along the horizontal (left/right) and the vertical (up/down) axis. Converging evidence gathered from the two experiments demonstrate that neither Japanese speakers nor Taiwanese speakers aligned their vertical representations of time with the VTB writing orientation. Along the horizontal axis, only Japanese speakers encoded elapsing time into a left-to-right linear layout, which was commensurate with the HLR writing direction. Therefore, two distinct writing orientations of a language could not bring about two coexisting mental time lines. Possible theoretical implications underlying the findings are discussed.

Analisis Peranan Kepuasan Dan Komitmen Sebagai Perantara Pengaruh Kualitas Jasa Tutorial Online Terhadap Loyalitas Mahasiswa

2018 ◽  
Vol 9 (2) ◽  
pp. 18-32
Author(s):  
Andy Mulyana ◽  
Devi Ayuni
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Positive Influence ◽  
Management Program ◽  
Equation Modeling ◽  
Online Tutorial ◽  
Student Loyalty ◽  
The Relationship ◽  
Positive Effect

This study aims to evaluate the role of satisfaction and commitment as mediating the effect of service quality on student loyalty as the user of Open University's Online Tutorial. Based on data analysis on student of Management program 229 as respondents with Structural Equation Modeling (SEM), this study found the relationship between: (1) positive influence of service quality to satisfaction and loyalty of students using tuton; (2) the positive effect of satisfaction on student loyalty using tuton; (3) satisfaction is a mediator between service quality and loyalty of students using tuton. Conversely, commitment has no positive effect on student loyalty as a tuton user. In addition, commitment does not mediates the effect of satisfaction on the loyalty of tuton users. Keywords: service quality, satisfaction, commitment, loyalty

Service Quality and Repeat Purchase: The Moderating Effect of Perceived Value, and Satisfaction

2020 ◽  
Vol 11 (1) ◽  
pp. 5-5
Author(s):  
Aprihatiningrum Hidayati ◽  
Agus W. Soehadi ◽  
Aji Hermawan ◽  
Hartoyo Hartoyo
Keyword(s):  
Service Quality ◽  
Direct Effect ◽  
Purchase Intention ◽  
Perceived Value ◽  
Moderating Variables ◽  
Mediating Role ◽  
Prior Literature ◽  
Repeat Purchase ◽  
Purchase Satisfaction

The purpose of this study is to examine the direct and indirect effect of these determinants on repeat purchase. Competitive training industries impose pressure on managers to increase repeat purchase. Even though service quality and repeat purchase are well studied in prior literature, their determinants such as perceived value and satisfaction have not been fully investigated together as moderating variables. Most of literature stated both of perceived value and satisfaction as independent variables. Besides, most of literature consider purchase as an attitudinal (namely purchase intention), while this study focus on behavioural (namely repeat purchase). Data from a survey of 300 customers of public training are used to empirically evaluate the model. Results indicate that perceived value and the satisfaction have no direct effect on repeat purchase. However, these constructs indirectly influence repeat purchase through the mediating role of service quality. Satisfaction and perceived value play a major role in enhancing service quality, but do not directly impact repeat purchase. Interestingly, the direct effect on repeat purchases stems from service quality while recent researches suggest satisfaction is the antecedent. The findings suggest that training companies should invest more resources aimed at enhancing service quality through service delivery training for their employees. Even though prior research has considered the concepts studied here, this study aims to empirically evaluate a variety of antecedent factors that potentially affect repeat purchase. Relationships are established utilizing data collected in Indonesia (an increasingly important consumer market) which adds value to extant knowledge in this area. Keywords: path analysis, perceived value, repeat purchase, satisfaction, service quali

Sign in / Sign up

Export Citation Format

Share Document