An investigation of the internet generation customer loyalty: an empirical study in Indonesia mobile services
The study aims to investigated of iGen customer loyalty model that effected by service quality, culture, loyalty program and trust trough customer satisfaction. Following the conceptual model, an inclusive set of hypotheses have been developed. The demanded data were collected from 663 samples usin...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Vilnius Gediminas Technical University
2023-06-01
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| Series: | Business: Theory and Practice |
| Subjects: | |
| Online Access: | https://journals.vilniustech.lt/index.php/BTP/article/view/17324 |
| _version_ | 1797328309513617408 |
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| author | Syahmardi Yacob Johannes Johannes Edward Edward Urip Sulistiyo Amirul Mukminin |
| author_facet | Syahmardi Yacob Johannes Johannes Edward Edward Urip Sulistiyo Amirul Mukminin |
| author_sort | Syahmardi Yacob |
| collection | DOAJ |
| description |
The study aims to investigated of iGen customer loyalty model that effected by service quality, culture, loyalty program and trust trough customer satisfaction. Following the conceptual model, an inclusive set of hypotheses have been developed. The demanded data were collected from 663 samples using an online survey, and Structural Equation Model with Smart Partial Least Square was applied to test the model and hypotheses. The research found that service quality, culture,loyalty programs, and trust are combined to predict customer loyalty. Trust and loyalty programs exert a more powerful impact on customer loyalty than service quality and culture variables. Customer satisfaction acts as a mediator in the relationship between service quality, loyalty programs, customer trust, and customer loyalty. The results have some critical academic and professional implication for determining the model of consumer loyalty and the internet generation (iGen) in mobile communication services. The study can be used as a part model in formulating a marketing strategy operation that has a competitive advantage in the mobile communication services in Indonesia.
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| first_indexed | 2024-03-08T06:49:59Z |
| format | Article |
| id | doaj.art-4fa34049b4e9407dbf1ef1a343e274be |
| institution | Directory Open Access Journal |
| issn | 1648-0627 1822-4202 |
| language | English |
| last_indexed | 2024-03-08T06:49:59Z |
| publishDate | 2023-06-01 |
| publisher | Vilnius Gediminas Technical University |
| record_format | Article |
| series | Business: Theory and Practice |
| spelling | doaj.art-4fa34049b4e9407dbf1ef1a343e274be2024-02-03T07:12:36ZengVilnius Gediminas Technical UniversityBusiness: Theory and Practice1648-06271822-42022023-06-0124110.3846/btp.2023.17324An investigation of the internet generation customer loyalty: an empirical study in Indonesia mobile servicesSyahmardi Yacob0Johannes Johannes1Edward Edward2Urip Sulistiyo3Amirul Mukminin4Management Department, Faculty of Economics and Business, Universitas Jambi, IndonesiaManagement Department, Faculty of Economics and Business, Universitas Jambi, IndonesiaManagement Department, Faculty of Economics and Business, Universitas Jambi, IndonesiaFaculty of Teacher Training and Education, Universitas Jambi, IndonesiaFaculty of Teacher Training and Education, Universitas Jambi, Indonesia The study aims to investigated of iGen customer loyalty model that effected by service quality, culture, loyalty program and trust trough customer satisfaction. Following the conceptual model, an inclusive set of hypotheses have been developed. The demanded data were collected from 663 samples using an online survey, and Structural Equation Model with Smart Partial Least Square was applied to test the model and hypotheses. The research found that service quality, culture,loyalty programs, and trust are combined to predict customer loyalty. Trust and loyalty programs exert a more powerful impact on customer loyalty than service quality and culture variables. Customer satisfaction acts as a mediator in the relationship between service quality, loyalty programs, customer trust, and customer loyalty. The results have some critical academic and professional implication for determining the model of consumer loyalty and the internet generation (iGen) in mobile communication services. The study can be used as a part model in formulating a marketing strategy operation that has a competitive advantage in the mobile communication services in Indonesia. https://journals.vilniustech.lt/index.php/BTP/article/view/17324quality of servicecustomer trustcustomer satisfactioncustomer loyaltyiGen |
| spellingShingle | Syahmardi Yacob Johannes Johannes Edward Edward Urip Sulistiyo Amirul Mukminin An investigation of the internet generation customer loyalty: an empirical study in Indonesia mobile services Business: Theory and Practice quality of service customer trust customer satisfaction customer loyalty iGen |
| title | An investigation of the internet generation customer loyalty: an empirical study in Indonesia mobile services |
| title_full | An investigation of the internet generation customer loyalty: an empirical study in Indonesia mobile services |
| title_fullStr | An investigation of the internet generation customer loyalty: an empirical study in Indonesia mobile services |
| title_full_unstemmed | An investigation of the internet generation customer loyalty: an empirical study in Indonesia mobile services |
| title_short | An investigation of the internet generation customer loyalty: an empirical study in Indonesia mobile services |
| title_sort | investigation of the internet generation customer loyalty an empirical study in indonesia mobile services |
| topic | quality of service customer trust customer satisfaction customer loyalty iGen |
| url | https://journals.vilniustech.lt/index.php/BTP/article/view/17324 |
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