An adaptive nonlinear approach for estimation of consumer satisfaction and loyalty in mobile phone sector of India

Rahul, T.; Majhi, Ritanjali

doi:10.1016/j.jretconser.2014.03.009

Cited by 9 publications

(5 citation statements)

References 36 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Even when switching costs are low, a satisfied customer will remain loyal due to the swapping costs (Hadi et al, 2019). Researchers have pointed out that loyal customers with lower switching tendencies do not try different connections frequently (Rahul and Majhi, 2014;Aslam and Frooghi, 2018;Jacob and Subramoniam, 2021).…”

Section: Introductionmentioning

confidence: 99%

Determining the role of service quality, trust and commitment to customer loyalty for telecom service users: a PLS-SEM approach

Kalia

Kaushal

Singla

et al. 2021

TQM

View full text Add to dashboard Cite

PurposeThe purpose of this paper is to determine the role of service quality (SQ), trust and commitment to customer loyalty (CL) for telecom service users. Further, the moderating role of gender, marital status and connection type within the model was tested.Design/methodology/approachA measurement model was created based on valid 615 responses from Indian TSUs for SQ, trust, commitment and loyalty with the help of partial least squares structural equation modeling (PLS-SEM). Multi-group analysis (MGA) was conducted to understand the moderating effect of marital status, gender and connection type within the model.FindingsThe results suggest that, out of five dimensions of SQ, only responsiveness, assurance and empathy have a significant positive relationship with both commitment and trust. Tangibility has a significant positive relationship with trust only. Both commitment and trust have a significant impact on loyalty. It was noticed that both commitment and trust act as mediators between three SQ dimensions (assurance, empathy and responsiveness) and CL. MGA revealed that empathy and responsiveness positively induce trust in telecom users who are single. Whereas, assurance increases commitment toward telecom service providers in married users. Assurance and empathy significantly contribute toward commitment and trust, respectively, in male users as compared to females. Empathy was found important for postpaid users for trust-building, whereas trust was found to be more important for prepaid users to stay loyal to the service provider.Originality/valueThis article contributes toward understanding the role of SQ, trust and commitment to CL moderated by marital status, gender and connection type in an integrated model concerning telecom service.

show abstract

Section: Introductionmentioning

confidence: 99%

Determining the role of service quality, trust and commitment to customer loyalty for telecom service users: a PLS-SEM approach

Kalia

Kaushal

Singla

et al. 2021

TQM

View full text Add to dashboard Cite

show abstract

“…The disadvantage of this approach is that it estimates consumer perception without paying attention to behavioral characteristics. Work [25] proposed using simple nonlinear adaptive models with relevant key factors to overcome limitations of linear regression models for estimation of the customer loyalty. Authors of paper [26] used a polarization index to measure the consumer loyalty.…”

Section: Literature Review and Problem Statementmentioning

confidence: 99%

Using the elements from a fuzzy sets theory in the process of diagnosing the loyalty of consumers of motor transport services

Fedotova¹,

Kryvoruchko²,

Shynkarenko³

et al. 2019

EEJET

View full text Add to dashboard Cite

“…From Eqs. (2) and 3, we know that the larger the value of S + i , the better the alternative A i is. Similarly, S ( ) and S c ( ) in Eq.…”

Section: Experimental Comparison With Another Measurementioning

confidence: 99%

“…The ability to provide high degree of satisfaction is crucial for the brands to di erentiate their position from their competitors, speci cally in telecommunications market. Therefore, satisfying customer requirements and understanding the level of customer loyalty are two important concerns of a company [2], which need an in-depth study. Customer satisfaction is a key driver in the retail context [3], and it is considered as an antecedent of repurchase intention [4].…”

Section: Introductionmentioning

confidence: 99%

“…There are several interesting exceptions in the literature. One is the study by Rahul and Majhi [2], who explored a nonlinear approach to estimation of consumer satisfaction and loyalty in mobile phone sector of India. Another interesting exception is the study by Li et al [8], which used analytic hierarchy process to identify the most relevant services for consumers.…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Measuring the satisfaction and loyalty for Chinese smartphone users: A simple symbol-based decision making method

Yue

2018

Scientia Iranica

View full text Add to dashboard Cite

User satisfaction and loyalty are very important in the mobile communications market, because mobile is frequently updated. Understanding and knowing well the level of customer satisfaction and loyalty needs a scienti c assessment method. This paper intends to establish such a method for measuring the satisfaction and loyalty of Chinese smartphone users. First, combining the group decision-making and TOPSIS (technique for order preference by similarity to ideal solution) technique, a theoretical framework of evaluation was established. Second, the questionnaire survey was conducted by respondents, who were allowed to express their own opinions by using some simple symbols or leaving some measurement questions unanswered. Then, the information on the symbols and the nonresponses in questionnaires were fused into intuitionistic fuzzy information. Third, the preference orders of user satisfaction and loyalty were identi ed by using the TOPSIS technique and a projection measure. Finally, an experimental comparison was performed, the theoretical and practical implications of the current model were discussed, and the important limitations were recognized. In the end of this study, future research directions are suggested.

show abstract

An adaptive nonlinear approach for estimation of consumer satisfaction and loyalty in mobile phone sector of India

Cited by 9 publications

References 36 publications

Determining the role of service quality, trust and commitment to customer loyalty for telecom service users: a PLS-SEM approach

Determining the role of service quality, trust and commitment to customer loyalty for telecom service users: a PLS-SEM approach

Using the elements from a fuzzy sets theory in the process of diagnosing the loyalty of consumers of motor transport services

Measuring the satisfaction and loyalty for Chinese smartphone users: A simple symbol-based decision making method

Contact Info

Product

Resources

About