PERCEIVED VALUE, SERVICE QUALITY, CORPORATE IMAGE AND CUSTOMER LOYALTY: EMPIRICAL ASSESSMENT FROM PAKISTAN
Today’s economy is becoming extremely service-oriented, changing the paradigm of marketingresearch towards services (Carrillat, Jaramillo, & Mulki 2007). Corporate image, perceived value andservice quality have got paramount significance among researchers interested in customer retentionstrategi...
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| Format: | Article |
| Language: | English |
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University in Belgrade
2012-02-01
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| Series: | Serbian Journal of Management |
| Subjects: | |
| Online Access: | http://www.sjm06.com/SJM%20ISSN1452-4864/7_1_2012_May_1_170/7_1_25-36.pdf |
| _version_ | 1818420414686167040 |
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| author | Muhammad Ishtiaq Ishaq |
| author_facet | Muhammad Ishtiaq Ishaq |
| author_sort | Muhammad Ishtiaq Ishaq |
| collection | DOAJ |
| description | Today’s economy is becoming extremely service-oriented, changing the paradigm of marketingresearch towards services (Carrillat, Jaramillo, & Mulki 2007). Corporate image, perceived value andservice quality have got paramount significance among researchers interested in customer retentionstrategies. In view of that, this study aimed to determine the antecedents of customer loyalty intelecommunication sector of Pakistan. Data were collected from mobile phones users throughquestionnaire-based survey and stepwise regression was applied to test the study hypotheses. Thestudy helps the management of telecommunication companies to develop customer orientedstrategies. Providing insights regarding relative importance of corporate image, perceived value andservice quality for building customer loyalty this research is first of its kind in telecommunicationsector of Pakistan. |
| first_indexed | 2024-12-14T12:54:05Z |
| format | Article |
| id | doaj.art-853ebbac927f4c4493f978c786229ff1 |
| institution | Directory Open Access Journal |
| issn | 1452-4864 |
| language | English |
| last_indexed | 2024-12-14T12:54:05Z |
| publishDate | 2012-02-01 |
| publisher | University in Belgrade |
| record_format | Article |
| series | Serbian Journal of Management |
| spelling | doaj.art-853ebbac927f4c4493f978c786229ff12022-12-21T23:00:36ZengUniversity in BelgradeSerbian Journal of Management1452-48642012-02-01712536PERCEIVED VALUE, SERVICE QUALITY, CORPORATE IMAGE AND CUSTOMER LOYALTY: EMPIRICAL ASSESSMENT FROM PAKISTANMuhammad Ishtiaq IshaqToday’s economy is becoming extremely service-oriented, changing the paradigm of marketingresearch towards services (Carrillat, Jaramillo, & Mulki 2007). Corporate image, perceived value andservice quality have got paramount significance among researchers interested in customer retentionstrategies. In view of that, this study aimed to determine the antecedents of customer loyalty intelecommunication sector of Pakistan. Data were collected from mobile phones users throughquestionnaire-based survey and stepwise regression was applied to test the study hypotheses. Thestudy helps the management of telecommunication companies to develop customer orientedstrategies. Providing insights regarding relative importance of corporate image, perceived value andservice quality for building customer loyalty this research is first of its kind in telecommunicationsector of Pakistan.http://www.sjm06.com/SJM%20ISSN1452-4864/7_1_2012_May_1_170/7_1_25-36.pdfPerceived ValueServices QualityCorporate ImageCustomer LoyaltyTelecommunication SectorPakistan |
| spellingShingle | Muhammad Ishtiaq Ishaq PERCEIVED VALUE, SERVICE QUALITY, CORPORATE IMAGE AND CUSTOMER LOYALTY: EMPIRICAL ASSESSMENT FROM PAKISTAN Serbian Journal of Management Perceived Value Services Quality Corporate Image Customer Loyalty Telecommunication Sector Pakistan |
| title | PERCEIVED VALUE, SERVICE QUALITY, CORPORATE IMAGE AND CUSTOMER LOYALTY: EMPIRICAL ASSESSMENT FROM PAKISTAN |
| title_full | PERCEIVED VALUE, SERVICE QUALITY, CORPORATE IMAGE AND CUSTOMER LOYALTY: EMPIRICAL ASSESSMENT FROM PAKISTAN |
| title_fullStr | PERCEIVED VALUE, SERVICE QUALITY, CORPORATE IMAGE AND CUSTOMER LOYALTY: EMPIRICAL ASSESSMENT FROM PAKISTAN |
| title_full_unstemmed | PERCEIVED VALUE, SERVICE QUALITY, CORPORATE IMAGE AND CUSTOMER LOYALTY: EMPIRICAL ASSESSMENT FROM PAKISTAN |
| title_short | PERCEIVED VALUE, SERVICE QUALITY, CORPORATE IMAGE AND CUSTOMER LOYALTY: EMPIRICAL ASSESSMENT FROM PAKISTAN |
| title_sort | perceived value service quality corporate image and customer loyalty empirical assessment from pakistan |
| topic | Perceived Value Services Quality Corporate Image Customer Loyalty Telecommunication Sector Pakistan |
| url | http://www.sjm06.com/SJM%20ISSN1452-4864/7_1_2012_May_1_170/7_1_25-36.pdf |
| work_keys_str_mv | AT muhammadishtiaqishaq perceivedvalueservicequalitycorporateimageandcustomerloyaltyempiricalassessmentfrompakistan |