A cost/benefit approach to understanding service loyalty

Lee, Moonkyu; Cunningham, Lawrence F.

doi:10.1108/08876040110387917

Cited by 339 publications

(231 citation statements)

References 72 publications

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“…Finally, it might be convenient to incorporate retailer switching costs in this model, since different studies (eg Jones et al ., 2000 ;Lee and Cunningham, 2001 ) report the infl uence of this variable on loyalty towards the service provider and, following Ruyter et al . (1998) , it might explain the differences between activity sectors.…”

Section: Resultsmentioning

confidence: 99%

Perceived value, customer attitude and loyalty in retailing

Ruiz‐Molina

Saura²

2008

J Retail Leisure Property

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Customer perceived value has a subjective nature, since it means an evaluative judgment. In the literature, it has been noted that the value received by the consumer has a number of components that together determine its signifi cance. The literature has also highlighted the existence of a relationship between perceived value and customer attitude, considering this variable an important determinant of customer loyalty. This paper tries to analyse the infl uence of the major components of perceived value on customer attitude and loyalty in several retail activities.

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Section: Resultsmentioning

confidence: 99%

Perceived value, customer attitude and loyalty in retailing

Ruiz‐Molina

Saura²

2008

J Retail Leisure Property

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“…The relationship between perceived service quality and several behavior intentions has been proofed in numerous studies (e.g., Boulding et al, 1993;Zeithaml et al, 1996;De Ruyter et al, 1998;Lee & Cunningham, 2001;Gracia et al, 2011;Ha & Jang, 2012). Zeithaml et al (1996) proposed a model for the consequences of perceived quality, through which they differentiated between favorable and unfavorable behavior intentions.…”

Section: Perceived Services Quality and Behavior Intentionsmentioning

confidence: 99%

The Impact of Perceived Service Quality on Students’ Intentions in Higher Education in a Jordanian Governmental University

Twaissi¹,

Al-Kilani²

2015

IBR

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This study aims to investigate the impact of perceived service quality regarding the academic side on students" behavior intentions in a Jordanian governmental university. A survey was conducted on a stratified systemic random sample of 841 students, yielding 572 participants with 68% response rate. The findings show that perceived service quality as well as the tangibility and assurance dimensions affect students" intentions of recommending to study at their university. Further, perceived service quality as well as the tangibility dimension affects students" intentions of moving to study at another university. The results also proved that the two genders perceived the tangibility dimension of service quality differently, as males reported higher assessment. The study has provided important insights into service quality and behavior intentions in the field of Higher Education.

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“…Exchange of information might take place in response to customer (telephone) enquiries and in the course of interactive activities initiated by the network operator (e.g., presentation of an invoice). Lee and Cunningham (2001) considers pricing, area coverage, clarity of sound, access to provider, precision of billing service and perceived difficulty to switch are the main factors which have important impact on customer loyalty in France. Call drop rate (percentage of abnormally terminated calls), the number of complaints, providing attractive sales-promotion offerings, monthly billed amounts and customers with a non-use or suspended status are positively associated with the probability of customer churn in South Korea mobile telecom industry (Ahn et al, 2006).…”

Section: Introductionmentioning

confidence: 99%

Influence of Customer Satisfaction on Loyalty: A Study on Mobile Telecommunication Industry

Hossain¹

2013

Journal of Social Sciences

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The mobile telecommunication companies uphold their service quality and change their marketing core strategies to retain their existing customers by enhancing and optimizing the customer loyalty. Therefore, it becomes significant for telecom companies to identify factors of services that influence customer loyalty and in turn creates loyal customers by satisfying them. This present study aims to explore the influence of customer satisfaction on customer loyalty in the context of Bangladesh. This study focused on six factors such as communication, price structure, value-added service, convenience, sales-promotions and customer service. Both primary and secondary information were collected to test the pre-set hypotheses. Descriptive statistics and simple linear regression were employed to analyze the data. Result shows that five factors: communication, price structure, value-added services, convenience and customer service/care have positive correlations with customer loyalty.

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A cost/benefit approach to understanding service loyalty

Cited by 339 publications

References 72 publications

Perceived value, customer attitude and loyalty in retailing

Perceived value, customer attitude and loyalty in retailing

The Impact of Perceived Service Quality on Students’ Intentions in Higher Education in a Jordanian Governmental University

Influence of Customer Satisfaction on Loyalty: A Study on Mobile Telecommunication Industry

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