Understanding Antecedents of Consumer Loyalty toward an Emerging Country’s Telecommunications Companies

Colorado, Laura Cristina Henao; Mesías, Juan Fernando Tavera

doi:10.1080/08961530.2021.1951917

Cited by 7 publications

(8 citation statements)

References 102 publications

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“…Even if few researchers found this relationship inconclusive [113], this scenario seems to be an exception to most of the previously made analyses. Therefore, with support from the literature [1,5,50,55,128], this study concludes that customers' assessment of a service's quality reflects their satisfaction with that service.…”

Section: Resultssupporting

confidence: 58%

“…Indeed, Kim et al [20] concluded that highly satisfied customers tend to stay with their current service providers and keep their subscriptions. Multiple studies firmly confirm the relationship between customer satisfaction and customer loyalty in the literature, inclusively in the telecommunications sector [1,5,21,50,90,113,124,125].…”

Section: Resultsmentioning

confidence: 69%

“…Despite the introduction of numerous conceptual models of value [60,63], perceived customer value has frequently been defined as the trade-off between what is received and provided by consumers when acquiring a service [64][65][66]. In the same line of thought, Colorado and Mesias [1] suggest this construct represents the exercise customers make when setting different purchasing options side by side as well as the judgement of the utility and cost of each option. It is also important to mention that multiple authors advocate that value measurement depends on different factors, such as service type, situational conditions, previous experiences, and client attributes [67,68].…”

Section: Perceived Value Customer Satisfaction and Trustmentioning

confidence: 99%

“…Such a scenario leads companies to embrace innovative strategies that bring added value to their customers, ultimately developing a unique competitive advantage and strengthening ties with the stakeholders. This approach is valid, not only from a product point of view but also from a service frame, as some authors point out that the latter is being increasingly prioritised over the former in the marketing literature [1]. In fact, over the past decades, multiple reasons have contributed to steady growth in the overall market competition [2], offering customers seemingly limitless options for goods and services.…”

Section: Introductionmentioning

confidence: 99%

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The Antecedents of Customer Satisfaction in the Portuguese Telecommunications Sector

Torrão

Teixeira

2023

Sustainability

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This study’s primary goal is to examine the elements that affect customer loyalty and satisfaction with Portuguese telecommunications. Indeed, customer loyalty and satisfaction are crucial factors in guaranteeing the success and expansion of the services sector. Furthermore, it aims to include customers’ privacy perceptions in a thorough model. A structured questionnaire was adapted from previous studies in the field, collecting a total of 357 valid responses. The suggested hypotheses were tested using multiple statistical techniques to assess the reliability and validity of the gathered data, culminating with path analysis through Structural Equation Modelling. The research results demonstrate that consumer loyalty is highly impacted by satisfaction. On the other hand, service quality significantly influences customer satisfaction, whereas trust and perceived value have a positive yet insignificant impact on this construct. Additionally, perceptions of privacy risk were found to affect customer trust positively and significantly. Considering that the data used for this analysis were collected exclusively in the Portuguese market, inferring the same findings in different countries should be made prudently. As this study only comprised of one of the perceived value dimensions, the results associated with this construct should also have that in mind.

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Section: Resultssupporting

confidence: 58%

Section: Resultsmentioning

confidence: 69%

Section: Perceived Value Customer Satisfaction and Trustmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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The Antecedents of Customer Satisfaction in the Portuguese Telecommunications Sector

Torrão

Teixeira

2023

Sustainability

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“…Hence, the needs to ensure sustainable postpurchase satisfaction are vital. Likewise, Colorado and Mesias (2021) stated that brand loyalty among consumers is greatly affected by these two factors, i.e. satisfaction of usage and commitment of seller.…”

Section: Research Gapsmentioning

confidence: 99%

The Role of Environmental Concern in Post-Purchase Satisfaction among Green Car Owners in Malaysia

Khaw¹,

Tat²,

Sade³

2023

IJARBSS

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Sustainable development refers to development that meets the needs of the present without compromising the ability of future generations to meet their own needs. It takes into consideration the economic, social and environmental aspects of development. Investing in renewable energy sources is the main element in sustainable development. It reduces the dependence on fossil fuels and decreases greenhouse gas emissions, thus reducing climate change's impact. Hence, promoting sustainable development through educating the public is essential. With 90 per cent of its vehicles being fossil-fueled, Malaysia needs to catch up in its aspiration to adopt green transportation. This study looks into the mediating effect of environmental concern on the relationship between social influence and prices of the green car on the post-purchase satisfaction of green car owners in Malaysia. Education and awareness campaigns play a significant role in promoting sustainable development. The domain of study is marketing, with post-purchase satisfaction as the central idea. It is a quantitative study based on the deductive research approach. This study chose the Theory of Planned Behaviour as its underpinning theory. The sampling technique adopted would be stratified random sampling via a self-constructed questionnaire. It will collect data from 384 respondents using a questionnaire and analyse it statistically using the SPSS and SmartPLS statistical tools.

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From relational benefits to consumer loyalty across international perspective: a meta-analytic structural equation modeling

Najjar¹,

Najar

2022

J Market Anal

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Understanding Antecedents of Consumer Loyalty toward an Emerging Country’s Telecommunications Companies

Cited by 7 publications

References 102 publications

The Antecedents of Customer Satisfaction in the Portuguese Telecommunications Sector

The Antecedents of Customer Satisfaction in the Portuguese Telecommunications Sector

The Role of Environmental Concern in Post-Purchase Satisfaction among Green Car Owners in Malaysia

From relational benefits to consumer loyalty across international perspective: a meta-analytic structural equation modeling

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