The moderating effect of complaint handling on Malaysian prepaid mobile services

2017 ◽  
Vol 2 (3) ◽  
Author(s):  
Mohd Saiful Rizal Yusoff ◽  
Nabsiah Abdul Wahid ◽  
Nur Hani Alias
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Demographic Data ◽  
Perceived Value ◽  
Moderating Effect ◽  
Organizational Level ◽  
Strategic Action ◽  
Cross Sectional ◽  
Business World ◽  
Complaint Handling

Purpose – The purpose of this research is to identify the determinants of customer loyalty and investigate the moderating effect of customer satisfaction in Malaysian telecommunications industry.Design/methodology/approach – The research uses quantitative approach by gathering data from 261 students studying in Universiti Sains Malaysia, Universiti Malaya and Universiti Teknologi Malaysia. Consequently, a set of questionnaires are send to obtain the feedback and two types of software are used to analyze the data. SPSS version 20 software is used to obtain the summary of demographic data and SmartPLS version 3.0 software is used to analyze the existing relationship among the variables.Findings – The result shows trust, perceived value and customer satisfaction acted as determinants to customer loyalty. Complaint handling in general does not gives a significant effect to the model but the interaction graph shows the moderating behavior does occur to the customer satisfaction and customer loyalty relationship.Research limitations/implications – This research is conducted in cross-sectional basis. Therefore, this limit the understanding of either there any changes of behavior after a certain period of time. Thus, longitudinal study is proposed for future research.Practical implications – The managers and practitioners in the business world need to focus more on customer trust, perceived value and customer satisfaction in order to retain the customer. This in return will leads to future sustainability. The concept could be implemented in the operational level as well as in the organizational level in fulfilling the organization’s operational and strategic action plan.Originality/value – The research takes into account the moderating effect of complaint handling in determining the customer loyalty. Therefore, the outcome could lead to a more comprehensive understanding on how to appropriately dealing with future customer, especially when the student is the intended target group.   

scholarly journals Antecedents Of Customer Loyalty In The Retailing Sector: The Impact Of Switching Costs

2015 ◽  
Vol 31 (2) ◽  
pp. 371 ◽  
Author(s):  
Valentina Stan
Keyword(s):  
Customer Satisfaction ◽  
Conceptual Framework ◽  
Customer Loyalty ◽  
Switching Costs ◽  
Perceived Value ◽  
Moderating Effect ◽  
Store Image ◽  
Strong Impact ◽  
The Impact ◽  
The Relationship

<p class="default">The objective of this work is to propose and test a conceptual framework that considers customer satisfaction, store image, perceived value and switching costs as antecedents of customer loyalty. In addition, we examine the moderating effect of switching costs in the relationship between loyalty and its antecedents. While customer satisfaction, store image and perceived value are important determinants of loyalty, switching costs have the same strong impact on customer loyalty as satisfaction. The findings prove that switching costs have a moderating effect on the relationship between store image and loyalty, as well as between perceived value and loyalty.</p>

Mobile communications: a comprehensive hierarchical modelling approach

2014 ◽  
Vol 26 (1) ◽  
pp. 114-146 ◽  
Author(s):  
Michael Daniel Clemes ◽  
Xin Shu ◽  
Christopher Gan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Mobile Communications ◽  
Switching Costs ◽  
Important Determinant ◽  
Perceived Value ◽  
Corporate Image ◽  
Content Type ◽  
Customer Perceived Value

Purpose – Global mobile communication is one of the most dynamic and important service markets. Several researchers suggest using a theoretical approach to develop a much deeper insight into key marketing constructs such as service quality, customer perceived value, customer satisfaction, perceived switching costs, corporate image, and customer loyalty is of vital importance to the mobile communications market. This study aims to develop and test a comprehensive hierarchical model of these six important constructs. The model also incorporates the retailing function of a major mobile communication provider. Design/methodology/approach – The research sample of 516 was drawn from customers of one of the largest mobile communications service providers in China. The data were analysed using exploratory factor analysis, confirmatory factor analysis and structural equation modelling. Findings – The results of the study support using a hierarchical and multidimensional approach for conceptualising and measuring customers' perceptions of service quality in the mobile communications market. In addition, the findings illustrate that service quality is an important determinant of customer perceived value, customer satisfaction, corporate image, and perceived switching costs. Customer perceived value is also an antecedent of customer satisfaction. Corporate image, customer satisfaction, and perceived switching costs are three key drivers of customer loyalty. However, the findings also indicate that corporate image is not an important determinant of customer satisfaction and that customer perceived value is not a key driver of customer loyalty. Originality/value – This is the first paper that has developed and tested a comprehensive hierarchical model of the mobile communications market.

Customer Loyalty in Financial Sector: A case study of Commercial Banks in Southern Punjab

2014 ◽  
Vol 1 (1) ◽  
pp. 587 ◽  
Author(s):  
Syed Usman Ali Gillani ◽  
Dr. Abdul Ghafoor Awan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Commercial Banks ◽  
Perceived Value ◽  
Financial Sector ◽  
Business Environment ◽  
Comprehensive Model

By considering the intense competitiveness and prevalent challenges in the current business environment, organizations can’t survive just focusing on attracting and capturing new customer but they have to choose the strategy that help in retaining the existing customers and enhanced their loyalty to the organization. So, in the customer service based industry, satisfied customers are no longer suitable, and the businesses have to explore the new ways to flourish and promote the loyalty of customers. The current study hypothesize that customer loyalty is significantly affected by the customer satisfaction and trust of the customers. Whereas, perceived value and service quality is important determinants to create the customer satisfaction and trust. The data was collected from different customers of various banks and the hypothesize links are tested. Results indicate that there is a significant relationship between customer satisfaction and trust with customer loyalty. It is also confirmed that service quality and perceived value are important antecedents of customer satisfaction and trust. The results present a comprehensive model in the financial sector to create and manage customer loyalty.

scholarly journals Determinants of Customer Satisfaction in the Telecommunication Industry in Ghana: A Study of MTN Ghana Limited

2018 ◽  
Vol 10 (3) ◽  
pp. 101
Author(s):  
Eric Oduro ◽  
Francis O. Boachie-Mensah ◽  
Gloria K. Q. Agyapong
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Quality ◽  
Multiple Regression ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Mobile Network ◽  
Satisfaction Index ◽  
Customer Expectation ◽  
Product Service

The study examined the determinants of customer satisfaction in MTN Ghana Limited. The variables of concern were customer expectation, relationship quality, perceived value, perceived quality, and customer loyalty. The American Customer Satisfaction Index (ACSI) model was adapted as the main framework for analyzing customer satisfaction. Data for the study came from a systematic random sample of 377 MTN mobile subscribers, employing questionnaires. Two managers of the mobile network were interviewed on issues related to their CRM systems. Multiple regression analyses were used to examine the relationship between customer expectation, relationship quality, perceived value, perceived (product/service) quality, customer loyalty, and customer satisfaction. The results of the multiple regression indicated that significant positive relationship existed between customer satisfaction and perceived (product/service) quality, relationship quality, and customer loyalty, but not for other variables such as customer expectation, customer complaint, and perceived value. The implications are that MTN Ghana should consider the perceptions of customers on product/service quality, the level of relationship quality and loyalty when managing relationships with customers. The company should put measures in place to build and maintain quality relationships with customers, and also improve the quality of products and services offered to customers. Again, there is the need for management to bridge the gap in their perception of relationship quality and that of customers.

The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty

2020 ◽  
Vol 32 (6) ◽  
pp. 1525-1540
Author(s):  
Andriani Kusumawati ◽  
Karisma Sri Rahayu
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Perceived Value ◽  
Statistical Technique ◽  
Equation Modeling ◽  
Content Type ◽  
Customer Perceived Value ◽  
Perceived Values ◽  
The Relationship

PurposeTo test the effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty to the visitors of natural nuanced outdoor cafés in the hilly areas of Joyo Agung, Malang.Design/methodology/approachThis study uses four variables, namely experience quality, customer perceived value, customer satisfaction, and customer loyalty. The population used in this research was all customers or visitors who buy and enjoy the products and services provided by the natural outdoor cafés in Malang. This study used structural equation modeling (SEM) as inferential statistical technique.Findings1) Quality experience has a significant effect on customer perceived value, customer satisfaction, and customer loyalty; 2) customer perceived value has a significant effect on customer satisfaction and customer loyalty; and 3) customer satisfaction has a significant effect on customer loyalty.Originality/valueBased on the results of previous research and the phenomenon that has been described previously, the research gaps found in this study are: (1) the relationship between experience quality and customers’ perceived values. (2) There are differences in the relationship between experience quality and customer satisfaction found in the research, which examines the effect of experience quality on customer loyalty. (3) Experience quality and customer loyalty variables still differ in the research concerning the effect of experience quality on customer loyalty. (4) The influence of customer satisfaction and customer loyalty is still different in the research results regarding the effect of customer satisfaction on customer loyalty.

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