Estimation of customer retention for Indian mobile telecommunication sector

Reddy, Munish; Ganesh, S. K. G.; Rahul, T.; Mann, Nandini

doi:10.1504/ijbis.2014.063766

Cited by 3 publications

(2 citation statements)

References 16 publications

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“…Customers' intention to perform repeated purchases to a specific service is called CL (Zeithaml et al, 1996). It is the buyer's deep commitment to any product or service (Jahanzeb et al, 2011;Reddy et al, 2014). The social exchange theory formulates the base for explaining CL (Yang, 2015).…”

Section: Customer Loyalty (Cl)mentioning

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

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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.

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Section: Customer Loyalty (Cl)mentioning

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

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“…Since then, the picture has been mixed, with some such as Hansemark and Albinsson (2004). Reddy et al (2014) and Devaraj et al (2001) find positive correlations between the two broad variables, while other studies are more mixed (Jones and Sasser, 1995; Hennig-Thurau and Klee, 1997).…”

Section: Exploring the Service Profit Chain In A Thai Bankmentioning

confidence: 99%

Exploring the service profit chain in a Thai bank

Benjarongrat

Neal

2017

APJML

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Purpose The purpose of this paper is to explore the service profit chain (SPC) in a Thai bank, to identify which service features customers understand to be most important in their customer satisfaction and engagement. Through this it is intended to evaluate and refine the SPC model. Design/methodology/approach The research involved two phases: a qualitative inductive process of interviews with bank customers to identify what they considered to be the most important aspects of service in their own customer satisfaction/engagement; second, a survey phase, which theoretically developed these aspects of service, and operationalized them as variables for testing in a refined SPC model. Findings The key service features for customers in their satisfaction and engagement were found to be convenience, courtesy, competence and internal branding. All had positive relationships with customer satisfaction/customer engagement. Customer engagement/satisfaction were further found to correlate with customer retention and acquisition. Interestingly, whereas all four service variables correlated with customer engagement and satisfaction, two of the variables – courtesy and internal branding – had stronger relationships with customer engagement. Practical implications The inductive modeling and refinement of the SPC approach can be employed in different companies and cultural contexts to identify which features of service are most important to customers in influencing their customer satisfaction/engagement. Originality/value This is the first study to use/evaluate the SPC approach in the Thai banking context; the first to use inductive methods to identify relationships between service features and customer satisfaction/engagement; and the first to examine courtesy, competence, convenience and internal branding in a holistic model with customer satisfaction/engagement and customer retention/acquisition.

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