An empirical analysis of customer loyalty in Pakistan's telecommunication industry

Jahanzeb, Sadia; Fatima, Tasneem; Khan, M Bashir

doi:10.1057/dbm.2011.2

Cited by 41 publications

(37 citation statements)

References 24 publications

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“…In other words, the difference between the mean scores and the percentage scores is that the former takes into account the weight of the responses while the latter does not. Therefore, mean scores are a better indicator for ranking the factors (Sadia, Tasneem, & Khan, 2011;Metawa & Almossawi, 1998).…”

Section: Research Findings and Discussionmentioning

confidence: 99%

“…With regard to satisfaction, the outcome of the study suggests that satisfaction plays an important role in determining customer commitment for service providers and there is a positive correlation between improving customer satisfaction and gaining customer loyalty. Sadia, Tasneem, & Khan (2011) examined customer loyalty in the telecommunication industry in Pakistan, using 146 cell phone users. The study found that customer loyalty is shaped mainly by: trust, service quality, staff loyalty, and switching cost.…”

Section: Customer Satisfaction In Mobile Telecom Industrymentioning

confidence: 99%

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Customer Satisfaction in the Mobile Telecom Industry in Bahrain: Antecedents and Consequences

Almossawi¹

2012

IJMS

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This study sheds some light on the importance and consequences of satisfaction in the competitive telecom industry in Bahrain. The factors related to payments and savings (such as offers, rents, charges) are the most significant in determining satisfaction, retention, and likelihood of switching from one mobile provider to another. Conversely, intercommunication factors (such as customer service, friendly employees, user-friendly websites) were found to be the least significant. A significant positive relationship was found between satisfaction and retention while a poor association was noticed between satisfaction/retention and loyalty.

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Section: Research Findings and Discussionmentioning

confidence: 99%

Section: Customer Satisfaction In Mobile Telecom Industrymentioning

confidence: 99%

Customer Satisfaction in the Mobile Telecom Industry in Bahrain: Antecedents and Consequences

Almossawi¹

2012

IJMS

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“…Hence, businesses must increase the level of customer satisfaction by upgrading service quality, which in turn influences purchase and repurchase intentions in ISP markets (Seth et al, 2008). Customer commitment was found to explain customer loyalty behaviours in Pakistan's telecommunication service (Jahanzeb et al, 2011). Emotional commitment was found to be positively related to attitudinal loyalty within Korea (Han, Kim, & Kim, 2011).…”

Section: Resultantmentioning

confidence: 96%

“…In addition the overall service quality including reliability and responsiveness can be considered as cognitive evaluations of performance over time which can be anticipated to build affective attachment (Thaichon, Quach, & Lobo, 2013). Positive overall service quality impacts on commitment that customers have toward a particular brand and the associated service provider (Jahanzeb, Fatima, & Khan, 2011).…”

Section: Cognitive and Affective Evaluations Of Customersmentioning

confidence: 99%

Customer Loyalty in High-Tech Internet Services

Thaichon¹,

Lobò²,

Mitsis³

2014

Global Marketing Conference Proceeding

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This study aims to investigate the antecedents to customer retention and brand loyalty of Internet Service Providers (ISPs) in Thailand. Overall service quality of an ISP is determined by network quality, customer service, information support, privacy and security. The findings reveal that the positive relationships between service quality and consumers' affective evaluations (satisfaction, trust, commitment, and value) were revealed. Overall customers' satisfaction and commitment were positively associated with both attitudinal and behavioural loyalty. However, surprisingly, there was no support for the hypothesised positive association between customers' trust and value with attitudinal and behavioural loyalty. Practical implications that can be drawn from this research will form a foundation for service providers in the home ISP to develop new retention strategies. By making customers more central in company operations, these strategies can potentially reduce the expenses associated with acquiring new customers.

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“…Jahanzeb et al (2011) examined customer loyalty in 146 customers using cell phones in the Pakistani telecommunication industry and found customer loyalty to be shaped predominantly by: service quality, trust, switching cost and staff loyalty. A study of Malaysian telecommunication operators reveals that service quality is most important in the selection of a mobile phone operator followed by network quality and price (Rahman et al, 2011).…”

Section: Literature Reviewmentioning

confidence: 99%

Exploring switching factors for mobile number portability: A survey

Khaliq

2017

Int. j. adv. appl. sci.

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Pakistan's mobile phone market is one of the world's fastest growing markets with a subscriber base of 137 million users. Competition in the country's telecommunication industry is dominated by four players and customer demand is high. In addition, Pakistan is the first country in South Asia to have implemented Mobile Number Portability (MNP) in March 2007. MNP is a facility that allows mobile subscribers to switch between service providers without changing their existing phone numbers. Mobile phone service provider's selection may be influenced by various factors. Therefore, this research was undertaken to explore factors affecting MNP and to determine which factors were most influential in the selection of mobile phone service providers in a developing economy like Pakistan. Moreover, the study also probed into differences in customer perceptions between prepaid and post-paid customers. This exploratory study is based on primary data collected from 300 customers using services of different cellular companies who had experienced MNP facility. Factor analysis was carried out on obtained data and reliability of the resultant scale was verified to achieve the objectives of the study. The outcome of this research provided a concise framework of the various dimensions of customer choice. Contrary to previous researches, the result of this study indicated that infrastructural services, customer relationships, call quality and promotional packages were the most important factors affecting MNP. However, price of services was found less important factor in selection of telecommunication service providers. This study also showed that pre-paid and post-paid customers can be significantly different for many value-added services and promotional tools.

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An empirical analysis of customer loyalty in Pakistan's telecommunication industry

Cited by 41 publications

References 24 publications

Customer Satisfaction in the Mobile Telecom Industry in Bahrain: Antecedents and Consequences

Customer Satisfaction in the Mobile Telecom Industry in Bahrain: Antecedents and Consequences

Customer Loyalty in High-Tech Internet Services

Exploring switching factors for mobile number portability: A survey

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