The Effect of Post-Purchased Perceived-Value Towards the Relationship Quality of Hajj and Umra Travel Agencies in Indonesia

Achyar, Adrian; Oktora, Kiki

doi:10.2139/ssrn.2330718

Cited by 2 publications

(1 citation statement)

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“…The tangibles involve the firms' representatives, physical facilities, materials, and equipment as well as communication materials. Achyar and Oktora (2014) summarized that tangibles like the physical confirmation of service will lead to CL. MTN and Orange telecom providers often place high priority on the quality of services provided to their customers and CL, because it has been seen as a requirement for customer retention.…”

Section: Sq and CLmentioning

confidence: 99%

Antecedents of customer loyalty in mobile telecommunication companies in Cameroon

Tarkang

Yunji

Asongu

et al. 2021

Information Development

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The mobile telecommunication (telecom) sector has become the basic source of information nowadays, especially in Cameroon. It is used to transfer and deliver information through voice, video, data, graphics, and more at perpetually increasing speeds. The quality of mobile services does not only impact the attraction of new customers but also to maintain the existing ones. The study uses relationship marketing theory and a quantitative and cross-sectional method with 200 respondents. Information was obtained from users of MTN and Orange mobile telecommunication networks. The analyses were done using SPSS version 20. Tangibility, reliability, and assurance dimensions of staff service quality showed a positive relationship with customer loyalty in mobile telecom companies in Cameroon. The findings also highlight the influence of service quality dimensions on customer loyalty in the mobile telecom companies of the country.

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Section: Sq and CLmentioning

confidence: 99%

Antecedents of customer loyalty in mobile telecommunication companies in Cameroon

Tarkang

Yunji

Asongu

et al. 2021

Information Development

View full text Add to dashboard Cite

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Oliver’s Four Stage Loyalty Model to Access the Impact of Umrah Services: Evidence from Umrah Travelling Agencies Operating in Pakistan

Yaqub

Arshad

Javeed

et al. 2023

JBSEE

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Objective: The purpose of this study was to analyze service quality relationship with perceived price fairness, word of mouth, and customer loyalty, with the moderating role of religiosity towards Umrah travel agent services in southern Punjab, Pakistan. Methodology: Data was collected from Umrah pilgrims through a self-administered questionnaire using convenience sampling method. SPSS and Smart (PLS) v3.0. have been used for analysis. Findings: The results show that service quality, price fairness, and word of mouth are the most significant factors in customer loyalty. However, religiosity did not moderate between these variables and customer loyalty. Implications: The study suggests that Umrah travel agencies should focus on service quality and price fairness to build customer loyalty. The study also provides several theoretical and practical recommendations for future researchers.

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The Effect of Post-Purchased Perceived-Value Towards the Relationship Quality of Hajj and Umra Travel Agencies in Indonesia

Cited by 2 publications

References 0 publications

Antecedents of customer loyalty in mobile telecommunication companies in Cameroon

Antecedents of customer loyalty in mobile telecommunication companies in Cameroon

Oliver’s Four Stage Loyalty Model to Access the Impact of Umrah Services: Evidence from Umrah Travelling Agencies Operating in Pakistan

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