Customer satisfaction and loyalty drivers in the Zambian mobile telecommunications industry

Jere, Mlenga; mukupa, alick

doi:10.24052/jbrmr/v13is02/art-11

Cited by 8 publications

(6 citation statements)

References 37 publications

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“…Where the variable word of mouth is explained, namely the ability to persuade customers to give positive responses about this restaurant and convey it to others. And supported by other research states that customer loyalty is influenced by customer satisfaction positively and significantly (Bahadur, Aziz, & Zulfiqar, 2018;Jere & Mukupa, 2018;Muzdalifah, 2017).…”

Section: The Effect Of Customer Satisfaction On Customer Loyaltymentioning

confidence: 56%

The Influence of Marketing Information Systems on Customer Loyalty in the Denpasar Automotive Industry in the Time of Covid-19

Hendrata¹,

Yasa²,

Indiani³

2021

Jurnal Ekonomi & Bisnis JAGADITHA

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Corona Virus Disease (Covid-19) in a pandemic situation, various elements are affected, one of which is the automotive sector. Companies are required to increase profits where in the current conditions loyal customers are the basis of their market. arketing information systems are important to increase customer loyalty during a pandemic accompanied by quality service and customer satisfaction. This study aims to determine the correlation between the marketing information system mediated by service quality, customer satisfaction, and customer loyalty in the automotive industry in Denpasar. The sample method uses random sampling with accidental sampling through distributing questionnaires that are measured using a Likert scale. The research sample consisted of 80 respondents, namely customers who had been to an authorized car dealer in the city of Denpasar. The results showed that the marketing information system had a positive and insignificant effect on customer loyalty. Marketing information systems have a significant positive effect on service quality and customer satisfaction. Service quality has a significant positive effect on customer loyalty, besides that customer satisfaction has a positive and insignificant effect on loyalty. Service quality and customer satisfaction are perfect mediations of the relationship between marketing information systems and customer loyalty, so this shows that marketing information systems are needed to maintain customer loyalty which is assisted by service quality and customer satisfaction so that companies can survive the Covid-19 era, especially in the industry automotive.

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Section: The Effect Of Customer Satisfaction On Customer Loyaltymentioning

confidence: 56%

The Influence of Marketing Information Systems on Customer Loyalty in the Denpasar Automotive Industry in the Time of Covid-19

Hendrata¹,

Yasa²,

Indiani³

2021

Jurnal Ekonomi & Bisnis JAGADITHA

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“…In services marketing, corporate image is widely argued to be a precursor to satisfaction (Kaur and Soch, 2018). Research on the telecommunications industry has validated that customers' perceptions of a mobile service provider brand could influence their satisfaction expectations (Carlson et al, 2019;Jere and Mukupa, 2018). A service provider's image of being reliable, trusting and delivering upon the service needs of customers enhance customer satisfaction levels in the long term (Kaur and Soch, 2018;.…”

Section: Interrelationships Between Constructs (Direct Effects)mentioning

confidence: 99%

Securing delight and loyalty in a market with low switching costs

Mntande

Stiehler-Mulder²,

Roberts-Lombard³

2022

EBR

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Purpose This study aims to explore the loyalty intent of prepaid (contract-free) customers in a market where disloyalty is prevalent and the market has low switching costs. Design/methodology/approach A quota, non-probability sampling technique was applied, resulting in the completion of 220 self-administered questionnaires that were used for data analysis. Confirmatory factor analysis and a structural equation model were applied to determine model fit and test the formulated hypotheses for this study. Findings The strength of the satisfaction–loyalty relationship is found to be influenced by three specific satisfaction antecedents, strengthened by the mediating role of customer delight and impacted by switching costs. Practical implications The findings of this study may guide mobile service providers in their initiatives to secure satisfaction and loyalty in a market context where switching costs are low and the market is described as disloyal. Originality/value This study investigates the well-researched relationship between satisfaction and loyalty and the antecedents of customer satisfaction to determine which of these variables should be the focus in a challenging market where consumers are disloyal and switching costs are low.

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“…The same applies in treating customers who make purchases in a certain (high) amount should receive an attractive bonus from the store. Customers who feel they are treated fairly by the salesperson will repeat their purchases and they will also invite other people to make purchases (Toyese, 2014;Xiabing et al, 2015). As such, it would be easier for the salesperson to meet the sales targets set by the company.…”

Section: Adaptive Selling and Salesperson Performancementioning

confidence: 99%

Niche Based Relational Capability to Increase Salespeople Performance in Small and Medium Enterprises

Udayana

2022

Business: Theory and Practice

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The role of salespeople is increasingly important in relation to improving sales performance. Sales may increase if it is supported by reliable, smart and hardworking salesperson. To create a professional salesperson, enterprises need to provide a guidance, for example, in the form of practical training that can support their works. The ability to adapt when interacting with the customers plays a critical role in relation to improving salesperson performance. However, there are inconsistencies in research findings between adaptive sales and salesperson performance. This research was conducted on salesperson in small and medium enterprises. Our sample consists of 300 respondents who lived in the Special Region of Yogyakarta. To obtain proper data, we carried out screening and trimming. The tests include: bias non-response test, logical connection test, and confirmatory factor analysis. This study uses structural equation model. A Sobel test was conducted to test the role of moderating variable. The findings of the research indicate that niche based relational capability was influenced by customers trust orientation, salesperson’s expertise and adaptability when interacting with their customers. The higher customers trust and the more intelligence of salesperson are, it will increase the niche based relational capability. In addition, salesperson’s performance may increase if it is supported by extensive customers relation based on market gaps, trust and salesperson’s intelligence. This research also discusses managerial implication, limitation and the directions for future research.

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Customer satisfaction and loyalty drivers in the Zambian mobile telecommunications industry

Cited by 8 publications

References 37 publications

The Influence of Marketing Information Systems on Customer Loyalty in the Denpasar Automotive Industry in the Time of Covid-19

The Influence of Marketing Information Systems on Customer Loyalty in the Denpasar Automotive Industry in the Time of Covid-19

Securing delight and loyalty in a market with low switching costs

Niche Based Relational Capability to Increase Salespeople Performance in Small and Medium Enterprises

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