The Impact of Perceived Quality, Value and Loyalty on the Customer Retention in the Telecommunications Sector of Pakistan

2016 ◽  
Vol 2 (2) ◽  
pp. 25
Author(s):  
Muhammad Chattha ◽  
Anam Naqi ◽  
Arshad Haroon
2020 ◽  
Vol 2 (1) ◽  
pp. 1-5
Author(s):  
Ammar Ahmed ◽  
Rafat Naseer ◽  
Muhammad Asadullah ◽  
Hadia Khan

In this competitive environment, organizations strive to satisfy their customer by providing best quality service at affordable and fair prices with a view to enhance their revenues. To achieve the objective of revenue maximization, organizations strive to identify the factors that help them in retaining their customers. Drawing from the signalling theory of marketing, the current study proposes a novel conceptual model representing the impact of service quality with food quality and price fairness on customer retention in restaurant sector of Pakistan. The paper underlines an important arena of knowledge for academicians as well as organizational scientists on the subject. On the basis of literature available on the variables understudy, the present study forwards eight research propositions worthy of urgent scholarly attention. The conceptualized model of the present article can also be viewed significant in unleashing further avenues for the restaurant management entities, policy makers and future researchers in the domain of managing in the service sector businesses.


2018 ◽  
Vol 46 (6) ◽  
pp. 891-904 ◽  
Author(s):  
Heesup Han ◽  
Wansoo Kim ◽  
Sanghyeop Lee ◽  
Hye-Ran Kim

We investigated the impact of customers' image congruity and their satisfaction on customer retention at luxury restaurants. We examined the conspicuousness of product consumption as the moderator in the relationship of image congruity and customer satisfaction. Our assessment of the measurement model revealed acceptable levels of reliability and construct validity. Our findings from the structural model assessment indicated that both image congruity and customer satisfaction exerted an influence on customer retention that was sufficiently significant to explain the total variance in retention. In addition, results showed that customer satisfaction was prominent in determining retention, acting as a significant mediator. Conspicuousness of product consumption was a significant moderator of the relationship between image congruity and customer satisfaction. Overall, our findings offer researchers and practitioners in the luxury restaurant industry valuable information regarding customer retention.


2020 ◽  
Author(s):  
Andala Rama Putra Barusman ◽  
Evelin Putri Rulian ◽  
Susanto Susanto

Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention. Moreover, the impact of service quality on customer satisfaction and the one of customer satisfaction on customer retention are also significant. Relying on the findings, we recommend some strategies for the government of Lampung Province, e.g. training local people to behave more friendly in welcoming domestic or international tourists, fixing all lodging facilities, creating more souvenirs with Lampung’s ornaments and developing management system adopting global changes in technology, communication and trend.


1991 ◽  
Vol 2 (2) ◽  
pp. 99-110 ◽  
Author(s):  
Gerald J. Gorn ◽  
David K. Tse ◽  
Charles B. Weinberg

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Esmeralda Crespo-Almendros ◽  
M. Belén Prados-Peña ◽  
Lucia Porcu ◽  
Juan Miguel Alcántara-Pilar

Purpose This study seeks to analyze the influence of the consumer's perceived benefits deriving from two different promotional incentives offered via social media on the perceived quality of the heritage complex.Design/methodology/approach A quasi-experimental study was carried out among online users, implementing two different promotional stimuli. Facebook was selected as the social network through which the promotional incentives were offered in the experiment. The sample was obtained via a panel of Internet users provided by Sondea Internet SL.Findings The results showed that the benefits perceived by the tourists will depend on the sales promotion type offered. On the one hand, free VIP pass was found to be mostly related to hedonic benefits that positively affect perceived quality. On the other hand, 2 × 1 offer would be perceived as a utilitarian benefit and is likely to exert a fairly negative effect on perceived quality.Practical implications Tourism managers and practitioners are encouraged to analyze the characteristics of certain types of sales promotions, as each promotional incentive bears different values and associated benefits. The findings of this study suggest managers and practitioners to implement non-monetary promotions to enhance brand equity and perceived quality. Thus, it is paramount for the managers of cultural institutions and heritage sites to trust in sales promotions which can be very helpful if they are designed carefully.Originality/value This study pioneers the analysis of the impact of the benefits associated with different typologies of sales promotions on social networks on the perceived quality of a heritage site.


2021 ◽  
Vol 36 (Supplement_1) ◽  
Author(s):  
N Uriart. Beitia ◽  
P Guerr. Mora ◽  
M Penad. Abilleira

Abstract Study question Are there any differences relating to the perceived quality of life (QoL) and sexual satisfaction among infertile women? Summary answer There were no differences between women who already had a baby and those who did not relating to the perceived QoL and sexual satisfaction. What is known already Infertility is a medical disease with a high social component with a 16% prevalence. There have been many investigations regarding to the physical part of the infertility but the sexual and marital satisfaction has not been as intensively investigated. The importance of the psychological counseling in fertility treatments has already been proven, but the significance of sexual satisfaction on individual’s perception on QoL has not been as deeply studied. Study design, size, duration A transversal descriptive study was done. 313 heterosexual married women with fertility problems were recruited in collaboration with the Spanish patient association “Red Nacional de Infértiles”. The Fertility quality of life tool (FertiQoL) was selected to measure the perceived QoL and the Index of Sexual Satisfaction (ISS) was chosen to study the degree of sexual satisfaction. The data collection was made between January and February 2020 and all the information was gathered online. Participants/materials, setting, methods 313 women filled the questionnaire which had 4 different modules: A sociodemographic module (sex, age, studies, time trying to conceive, moment of treatment and offspring), two modules for each measurement instrument and a last module in which they could write their personal experiences regarding to the infertility journey. ANOVA and t-Student statistical analyses were done to compare the different independent variables. To see if FertiQoL could explain the sexual satisfaction a regression analysis was made. Main results and the role of chance To achieve 95% power (α = 0.05) and an effect size of 0.25, a minimum sample size of 210 was needed and a sample of 313 women was recruited. There were no statistical differences between women with previous offspring and those who did not in neither of the FertiQoL subscales (Emotional: 7,4 ± 3,884 vs. 7,34 ± 4,235; Mind/Body: 9,65 ± 5,098 vs. 8,66 ± 4,979; Relational: 16,88 ± 4,807 vs. 16,3 ± 4,956; Social: 10,52 ± 5,02 vs. 10,1 ± 4,801; Tolerability: 5,91 ± 4,114 vs. 6,65 ± 3,357; Environment: 12,71 ± 5,02 vs. 11,42 ± 4,963) nor in the ISS questionnaire (47,48 ± 6,488 vs. 47,22 ± 7,35). Regarding to the power of the FertiQoL instrument and the perceived QoL to predict the sexual satisfaction, the regression model showed that the sexual satisfaction could be explained in 26,3% of the cases by the relational and mind/body subscales of the FertiQol tool. This model showed the inherent relationship between marital and personal wellbeing in order to obtain a better sexual satisfaction. Limitations, reasons for caution As the study had a transversal design, no cause-effect relationships could be done. It would be desirable to establish a longitudinal study in order to determine a more accurate relationship between the studied variables. Wider implications of the findings: This study showed that the impact of infertility in women with secondary infertility diagnose could be at least as high as in women with primary infertility diagnose. FertiQoL would be a reasonable instrument to estimate the sexual satisfaction of infertile women. Sexology should be part of the infertility counselling programs. Trial registration number Not applicable


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