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Analysis of the Antecedents of Customer Loyalty of Telecommunication Industry in Ghana: The Case of Vodafone (Ghana)
16 references·15 citing·34 second hop
Analysis of the Antecedents of Customer Loyalty of Telecommunication Industry in Ghana: The Case of Vodafone (Ghana) (2010)Analysis of the Antecedents of Customer L…Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)The American Customer Satisfa…Why Satisfied Customers Defect (1995)Why Satisfied Customers DefectCustomer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)Customer Satisfaction, Market…Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Customer Loyalty: Toward an I…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Belief, Attitude, Intention a…ASEAN Marketing Journal (2023)ASEAN Marketing JournalEffect of hotel overall service quality on customers’ attitudinal and behavioural loyalty: perspectives from Zimbabwe (2022)Effect of hotel overall servi…Effect of Brand Equity on Consumer Behaviour Among Students of Veritas University, Nigeria: A Study of Apple Smartphones (2021)Effect of Brand Equity on Con…Service quality and attitudinal loyalty: Consumers’ perception of two major telecommunication companies in Oman (2018)Service quality and attitudin…Factors Influencing Brand Loyalty in Durable Goods Market (2018)Factors Influencing Brand Loy…Relationship among Service Quality, Customer Satisfaction and Customer Loyalty: With Special Reference to Wireline Telecom Sector (DSL Service) (2017)Relationship among Service Qu…Exploring mobile government from the service quality perspective (2017)Exploring mobile government f…Exploring customer loyalty in the South African mobile telecommunications sector (2017)Exploring customer loyalty in…A Bayesian Network Model on the association between CSR, perceived service quality and customer loyalty in Indian Banking Industry (2017)A Bayesian Network Model on t…Factors influencing consumer loyalty towards 3G mobile data service providers: evidence from Ghana (2016)Factors influencing consumer …Consumer Awareness, Ethnocentrism and Loyalty: An Integrative Model (2015)Consumer Awareness, Ethnocent…PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN GARUDA INDONESIA DI DENPASAR (2013)PENGARUH KUALITAS LAYANAN TER…The determinants of customer loyalty in Malaysian mobile telecommunication services: a structural analysis (2012)The determinants of customer …Customer satisfaction, trust and commitment as predictors of customer loyalty within an optometric practice environment (2012)Customer satisfaction, trust …Customer Satisfaction in the Mobile Telecom Industry in Bahrain: Antecedents and Consequences (2012)Customer Satisfaction in the …Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Possessions and the Extended Self (1988)Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Marketing management: analysis. planning. implementation and control (2000)\nThe use of partial least squares path modeling in international marketing (2009)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Understanding Attitudes and Predicting Social Behavior (1980)An examination of the effects of motivation and satisfaction on destination loyalty: a structural model (2003)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)The theory of planned behavior (1991)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)The Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis (2006)
this work references cited by second hop

References

  • 1975Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research36,736 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1999Whence Consumer Loyalty?7,319 cited
  • 1994Customer Loyalty: Toward an Integrated Conceptual Framework6,599 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 1999Whence Consumer Loyalty?4,891 cited
  • 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings from Sweden

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2,306 cited
  • 1995Why Satisfied Customers Defect2,226 cited
  • Cited by

    • 2012Customer satisfaction, trust and commitment as predictors of customer loyalty within an optometric practice environment103 cited
    • 2017Exploring mobile government from the service quality perspective88 cited
    • 2016Factors influencing consumer loyalty towards 3G mobile data service providers: evidence from Ghana68 cited
    • 2017A Bayesian Network Model on the association between CSR, perceived service quality and customer loyalty in Indian Banking Industry64 cited
    • 2015Consumer Awareness, Ethnocentrism and Loyalty: An Integrative Model49 cited
    • 2012Customer Satisfaction in the Mobile Telecom Industry in Bahrain: Antecedents and Consequences43 cited
    • 2013PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN GARUDA INDONESIA DI DENPASAR41 cited
    • 2018Service quality and attitudinal loyalty: Consumers’ perception of two major telecommunication companies in Oman37 cited
    • 2023ASEAN Marketing Journal35 cited
    • 2012The determinants of customer loyalty in Malaysian mobile telecommunication services: a structural analysis35 cited
    • 2017Relationship among Service Quality, Customer Satisfaction and Customer Loyalty: With Special Reference to Wireline Telecom Sector (DSL Service)34 cited
    • 2022Effect of hotel overall service quality on customers’ attitudinal and behavioural loyalty: perspectives from Zimbabwe32 cited
    • 2017Exploring customer loyalty in the South African mobile telecommunications sector30 cited
    • 2021Effect of Brand Equity on Consumer Behaviour Among Students of Veritas University, Nigeria: A Study of Apple Smartphones17 cited
    • 2018Factors Influencing Brand Loyalty in Durable Goods Market17 cited