The effects of service interactivity on the satisfaction and the loyalty of smartphone users

Kim, Minkyoung; Chang, Younghoon; Park, Myeong-Cheol; Lee, Jong-Tae

doi:10.1016/j.tele.2015.05.003

Cited by 71 publications

(59 citation statements)

References 43 publications

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“…Due to the strong association among service quality, customer satisfaction and customer loyalty, many researches and practitioners have paid attention throughout the past decades (Deng et al, 2010;Suhartanto, 2011;Kim et al, 2015a). It is considered as the prime indicator of customer satisfaction and loyalty.…”

Section: Customer Servicementioning

confidence: 99%

“…Customer satisfaction is being considered as an important factor influencing the customer retentions and recommendation phenomena (Kumar et al, 2013;Kim et al, 2015a;Kim et al, 2016). Investigative studies by Segarra-Moliner and Moliner-Tena (2016) and Chuah et al (2017) portrayed that satisfaction is the dominant factor affecting consumer loyalty.…”

Section: Antecedents Of Customer Satisfaction and Retentionmentioning

confidence: 99%

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Customer Retention and Telecommunications Services in Bangladesh

Hossain

Chowdhury

Jahan

2017

International Journal of Asian Social Science

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Article HistoryThe telecommunication service in Bangladesh entered into a new transition period of its growth. The industry is moving its strategic focus on attracting new customer rather than retaining existing one through customer satisfaction strategy, referring as a fundamental marketing strategy during the past few decades. The study aims to explore the antecedents of customer satisfaction and retention behavior. Current study applies structural equation modeling via partial least squares with samples of 245 subscribers from 5 telecommunication service companies. The findings support the importance of customer satisfaction in building buyer-seller relationship, and reveal customer retention is the precursor of company's profit. The study's contribution to the literature is to scrutinize, empirically, the main antecedents of this endogenous variable in greater depth. Contribution/ Originality:This study documents the growing importance of customer behavioral intentions toward mobile telecommunications service industry in emerging country, thereby it provides useful insights concerning the potential benefits associated with using customer retention strategies.

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Section: Customer Servicementioning

confidence: 99%

Section: Antecedents Of Customer Satisfaction and Retentionmentioning

confidence: 99%

Customer Retention and Telecommunications Services in Bangladesh

Hossain

Chowdhury

Jahan

2017

International Journal of Asian Social Science

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“…According to Shin and Kim (2008), Tsoukatos and Rand (2006), Cronin and Taylor (1992) and Kim et al (2015a) service quality is associated with loyalty and customer satisfaction. This association has been confirmed, and research has proven the positive role of service quality on customer satisfaction, which eventually leads to customer loyalty (Santouridis & Trivellas, 2010;Deng et al, 2009;Turel & Serenko, 2006;Kim et al, 2004;Rashed & Abadi, 2014).…”

Section: Service Qualitymentioning

confidence: 99%

“…In marketing literature, customer satisfaction has been considered as a crucial factor influencing customer loyalty (Gerpott et al, 2001;Kumar et al, 2013;Kim et al, 2015a;Kim et al, 2016). Omachonu et al (2008) suggest that it is a psychological state where there is a consistency between the emerging emotion and expectation.…”

Section: Customer Satisfactionmentioning

confidence: 99%

How Important Is Customer Satisfaction? Quantitative Evidence from Mobile Telecommunication Market

Irfan¹,

Shamsudin²,

Hadi³

2016

IJBM

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To investigates the importance of customer satisfaction in Pakistani mobile telecommunication market. This study explores whether customer satisfaction affects the relationship between customer loyalty and service quality, and also between customer loyalty and perceived value. The study found the coefficient of determination (R 2 ) for the overall model to be considerable. The role of customer satisfaction was significant in assessing the contribution of exogenous constructs to the R 2 value of endogenous constructs (f 2 > 0.35). All exogenous constructs in the model had good predictive relevance for endogenous constructs, as Q 2 value was above the threshold (0.156 for customer satisfaction, and 0.467 for customer loyalty). The q 2 effect size of customer satisfaction on customer loyalty is large (q 2 = 0.448). VAF accounted for more than 80% of both indirect effects, indicating the importance of customer satisfaction on the relationship between service quality and customer loyalty, and between perceived value and customer loyalty.

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“…The total figure is currently expected to reach over 70 million by the end of 2013. The mobile market in Korea tends to considerably invest in the newest smartphones and there is intense competition among the three mobile operators [1]. Smartphones are now necessities in peoples' lives.…”

Section: Introductionmentioning

confidence: 99%