What determines customers’ loyalty towards telecommunication service? mediating roles of satisfaction and trust
The purpose of this study is to: 1) examine the effects of corporate image, pricing, service quality and network quality on customer loyalty in the Malaysian mobile telecommunications sector; 2) to determine the mediating effects of customer satisfaction and trust. The study's hypotheses were t...
| Main Authors: | , , , , , |
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| Format: | Article |
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Inderscience Publishers
2020
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| _version_ | 1825952221448110080 |
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| author | Hiram, Ting Tan, Kim Lim Lim, Xin Jean Cheah, Jun Hwa Ting, Qian Hui Ting, Hui Bun |
| author_facet | Hiram, Ting Tan, Kim Lim Lim, Xin Jean Cheah, Jun Hwa Ting, Qian Hui Ting, Hui Bun |
| author_sort | Hiram, Ting |
| collection | UPM |
| description | The purpose of this study is to: 1) examine the effects of corporate image, pricing, service quality and network quality on customer loyalty in the Malaysian mobile telecommunications sector; 2) to determine the mediating effects of customer satisfaction and trust. The study's hypotheses were tested using partial least squares structural equation modelling (PLS-SEM). In total, 388 respondents participated in this study. Our findings revealed that network quality and corporate image exert a positive effect on customers' satisfaction and trust which in turn influence customers' loyalty. In addition, the mediation results showed that both trust and satisfaction mediate the relationship between network quality and loyalty as well as between corporate image and loyalty. Thus, it is recommended that telecommunications service providers in Malaysia should further improve on their network coverage and corporate image to effectively address the needs of their customer base and ultimately retain its loyalty. |
| first_indexed | 2024-03-06T10:41:41Z |
| format | Article |
| id | upm.eprints-86520 |
| institution | Universiti Putra Malaysia |
| last_indexed | 2024-03-06T10:41:41Z |
| publishDate | 2020 |
| publisher | Inderscience Publishers |
| record_format | dspace |
| spelling | upm.eprints-865202023-11-06T06:24:32Z http://psasir.upm.edu.my/id/eprint/86520/ What determines customers’ loyalty towards telecommunication service? mediating roles of satisfaction and trust Hiram, Ting Tan, Kim Lim Lim, Xin Jean Cheah, Jun Hwa Ting, Qian Hui Ting, Hui Bun The purpose of this study is to: 1) examine the effects of corporate image, pricing, service quality and network quality on customer loyalty in the Malaysian mobile telecommunications sector; 2) to determine the mediating effects of customer satisfaction and trust. The study's hypotheses were tested using partial least squares structural equation modelling (PLS-SEM). In total, 388 respondents participated in this study. Our findings revealed that network quality and corporate image exert a positive effect on customers' satisfaction and trust which in turn influence customers' loyalty. In addition, the mediation results showed that both trust and satisfaction mediate the relationship between network quality and loyalty as well as between corporate image and loyalty. Thus, it is recommended that telecommunications service providers in Malaysia should further improve on their network coverage and corporate image to effectively address the needs of their customer base and ultimately retain its loyalty. Inderscience Publishers 2020-11-12 Article PeerReviewed Hiram, Ting and Tan, Kim Lim and Lim, Xin Jean and Cheah, Jun Hwa and Ting, Qian Hui and Ting, Hui Bun (2020) What determines customers’ loyalty towards telecommunication service? mediating roles of satisfaction and trust. International Journal of Services, Economics and Management, 11 (3). 234 - 255. ISSN 1753-0822; ESSN: 1753-0830 https://www.inderscience.com/info/inarticle.php?artid=111179 10.1504/IJSEM.2020.111179 |
| spellingShingle | Hiram, Ting Tan, Kim Lim Lim, Xin Jean Cheah, Jun Hwa Ting, Qian Hui Ting, Hui Bun What determines customers’ loyalty towards telecommunication service? mediating roles of satisfaction and trust |
| title | What determines customers’ loyalty towards telecommunication service? mediating roles of satisfaction and trust |
| title_full | What determines customers’ loyalty towards telecommunication service? mediating roles of satisfaction and trust |
| title_fullStr | What determines customers’ loyalty towards telecommunication service? mediating roles of satisfaction and trust |
| title_full_unstemmed | What determines customers’ loyalty towards telecommunication service? mediating roles of satisfaction and trust |
| title_short | What determines customers’ loyalty towards telecommunication service? mediating roles of satisfaction and trust |
| title_sort | what determines customers loyalty towards telecommunication service mediating roles of satisfaction and trust |
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