A study on mobile phone service loyalty in Taiwan

Ching-Fu Chen, Lee Ting Cheng

研究成果: Article同行評審

41 引文 斯高帕斯(Scopus)

摘要

Raising customer loyalty is one of the most important tasks for telecom companies confronting the circumstance of a gradually saturated market. This paper centres on mobile phone service loyalty and explores the relationships between service quality, perceived value, satisfaction and loyalty of mobile telecom services. Service quality has been specified as the driver that predicts and explains customer loyalty through value creation and satisfaction as intermediary constructs. Using the structural equation modelling technique to empirically examine the relationship model in Taiwan, the results reveal: (1) a relationship path of quality → value → satisfaction → loyalty is supported in general; (2) service quality has positive direct effects on perceived value, and satisfaction; (3) perceived value has positive direct effects on both satisfaction and loyalty; and (4) satisfaction has a positive effect on loyalty.

原文English
頁(從 - 到)807-819
頁數13
期刊Total Quality Management and Business Excellence
23
發行號7-8
DOIs
出版狀態Published - 2012 八月 1

All Science Journal Classification (ASJC) codes

  • 商業、管理和會計 (全部)

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