scholarly journals Service Quality Effects on Customer Loyalty among the Jordanian Telecom Sector "Empirical Study"

2013 ◽  
Vol 8 (7) ◽  
Author(s):  
Majed Radi Al-Zoubi
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
Customer Loyalty ◽  
Telecom Sector

scholarly journals Sustainable Service Quality and Customer Loyalty: The Role of Customer Satisfaction and Switching Costs in the Pakistan Cellphone Industry

2019 ◽  
Vol 11 (8) ◽  
pp. 2408 ◽  
Author(s):  
Noor Ul Hadi ◽  
Nadia Aslam ◽  
Amir Gulzar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Switching Cost ◽  
Customer Base ◽  
Mediating Role ◽  
Managerial Implications ◽  
Current Scenario ◽  
Telecom Sector

Generally, the current scenario in the hyperactive corporate world, and specifically in the telecom sector, renders companies to compete concurrently on two fronts: Expansion of their customer base and the retention of their current customers. In order to explore and examine the latter concept, the current study hypothesizes the effects of sustainable service quality on customer loyalty with a mediating role of customer satisfaction conceptualized through the reciprocity theory. The study also considers the suggested moderating role of switching cost by theorizing the Apostle model. Pertinently, the satisfied customer may not be loyal if the switching cost is low, since the dynamics of the switching cost provide a useful insight into the phenomenon of retaining the customers through customer satisfaction. The research opts for explanatory study where data were conveniently collected. The study has used the PROCESS macro model 4 and 14 to analyze the data. Findings reveal that the role of customer satisfaction is significant but the effect of the switching cost was considered to be insignificant, elucidating that a satisfied customer will remain loyal even if the switching cost is low. It means that sustaining service quality longitudinally did not affect customer loyalty in the presence of a low switching cost. With a view to complement the study, managerial implications of a switching cost have also been discussed.

The Effect of Customer Characteristics on Service Quality in Pharmacy Retailing: An Empirical Study in the UAE

2019 ◽  
Vol 9 (7) ◽  
pp. 166-174
Author(s):  
K Abdul Waheed ◽  
Ayisha Siddiqua
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
Current Literature ◽  
Customer Loyalty ◽  
Demographic Characteristics ◽  
Pharmacy Service ◽  
Behavioral Characteristics ◽  
Retail Stores ◽  
Perceived Service Quality ◽  
Al Ain

The main purpose of this study was to investigate the effect of customer characteristics, especially demographic and behavioral aspects, on service quality. We investigated the effect of demographic characteristics such as gender, age, education, income, and frequency of visits. We examined the effect of behavioral characteristics such as customer loyalty and dependency. A questionnaire was developed to measure customers’ perceived service quality by reviewing current literature in this area. This study measures pharmacy service quality from the reflective model perspective. Service quality is measured on reliability, assurance, tangibility, empathy, and responsiveness. A survey was conducted among customers who visited pharmacy retail stores in Al Ain, UAE.

Relationship among Service Quality, Customer Satisfaction and Customer Loyalty: With Special Reference to Wireline Telecom Sector (DSL Service)

2017 ◽  
Vol 18 (4) ◽  
pp. 1041-1058 ◽  
Author(s):  
S. Rajeswari ◽  
Yarlagadda Srinivasulu ◽  
S. Thiyagarajan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Providers ◽  
The Other ◽  
Digital Subscriber Line ◽  
Subscriber Line ◽  
Communication Sector ◽  
The One ◽  
Telecom Sector

The last few decades have witnessed a greater transition in the communication sector due to the unpre- cedented innovations in technology. On the one hand, the emergence of broadband has rejuvenated and strengthened the wireline sector by making use of the existing wireline infrastructure. On the other hand, it has created an intense competition among the service providers. The competition has propelled the service providers to look beyond the idea of providing service and has forced them to consider other factors like establishing customer loyalty which stems out of customer satisfaction and service quality. Thus, the study aims to analyze the interrelationship among the above-mentioned factors with respect to digital subscriber line (DSL) service offered by the incumbent wireline operator in Puducherry. The study has found that customer satisfaction plays an intervening role between service quality and customer loyalty.

scholarly journals Customer Loyalty a Key to Success: A Case Study in Telecom Sector of Pakistan

2021 ◽  
Vol 9 (2) ◽  
pp. 103-111
Author(s):  
Sajjad Hussain ◽  
◽  
Shahzad Mehmood Mehmood ◽  
Asim Masood ◽  
Azhar Naeem ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sample Selection ◽  
Future Research ◽  
Extensive Literature ◽  
Self Administration ◽  
Market Saturation ◽  
Telecom Sector

This paper identified the role of the independent variable like service quality, taking perceived value, word of mouth and customer satisfaction (mediation/ intervening variables) in creating customer loyalty (dependent variable) among the telecom user (mobile phone users). The empirical portion have extensive literature regarding the mentioned variables and shown their impact towards the customer loyalty. The telecom industry has been facing cut throat competition due to the market saturation, decrease in ARPU (average revenue per user), and shift to internet based (cheaper sources) communication tools, unexpected mergers, higher cost and decreasing the margin. Thus, telecom companies have been thinking about devising the best possible suitable strategies for creating the customer to maintain their survival and growth. The simple random techniques are used for sample selection and self-administration questionnaire is the tool for collecting data. A sample of 300 universities students from Rawalpindi and Islamabad is base for analysis. Amos 20 is the software and SEM is the tool for extracting result. Dual relationship is tested likewise direct (service quality and customer loyalty) and indirect through mediating variables. Results showed that customer satisfaction is the strongest mediator in developing a high-quality customer loyalty service, and it has more effect than the direct link between quality of service and customer loyalty. It leads industrial professionals to develop a strategy based on customer satisfaction. It is concluded that customer satisfaction increases the level of the industrial professionalism. Hence the customer satisfaction increases the service quality and customer loyalty services. In nutshell, the cooperate image and switching barrier can be possible leads for the future research.

scholarly journals Service Quality Towards Bank Customer Loyalty (Empirical Study at BNI USU Medan)

2019 ◽  
Vol 4 (5) ◽  
Author(s):  
Dedy Ansari Harahap ◽  
Ratih Hurriyati ◽  
Disman , ◽  
Vanessa Gaffar ◽  
Dita Amanah
Keyword(s):  
Linear Regression ◽  
Empirical Study ◽  
Service Quality ◽  
Customer Loyalty ◽  
Regression Method ◽  
Quantitative Approach ◽  
Linear Regression Method ◽  
Simple Linear Regression ◽  
Good Service

This study aims to analyze the influence of service quality on customer loyalty at PT. BNI (Persero), Tbk USU Medan. This study used a quantitative approach with an explanatory type of research. The sample were 120 respondents and processed statistically using simple linear regression method. The results show that service quality positively has a significant effect on customer loyalty. These findings indicate that good service quality will encourage the interest of customers to conduct transactions continuously and repeatedly in the present and future in a bank.

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