Customer Satisfaction and Brand Switching Intention: A Study of Mobile Services in Saudi Arabia

Mahmoud Abdel Hamid Saleh · Abdulrahman Althonayan · Ayman Alhabib · Essa Alrasheedi · Ghafar Alqahtani

28 citations0/0 files storedRePEc: Research Papers in Economics

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Customer churn and segmentation

Abstract

The purpose of the study is to investigate first, the relationship between the customer satisfaction and brand switching intention into the Saudi Arabian mobile-service market, and second, the association of service quality, customer service, service pricing, and value-added services with the customer satisfaction. Because of the difficulty of having a frame for the mobile-service customers from their providers, a convenience sample of 350 online respondents with the proper surveying techniques was used in data analysis and testing of the research hypotheses. The findings of the study confirm a significant negative relationship between customer satisfaction and brand switching intention. A 4% percent of the change in brand switching intention could be explained by the change in the customer satisfaction. Only three variables; customer service, service pricing, and service quality are critical determinants for mobile-service customer satisfaction. Customer service explained about 22%, whereas service pricing and service quality explained about 5% and 1% of the change in customer satisfaction respectively. The practical value of this study could be enabling the mobile-service providers in Saudi Arabia to well understand the determinants of the customer satisfaction and its negative relationship with brand switching intention. They may take these findings into account when setting marketing strategies to differentiate their brands to satisfy the customer needs and wants, to retain the existing customers and to attract new customers. These strategies have a positive effect on the company’s customer satisfaction that deter brand switching intention, hence increase the company’s competitiveness, market share and profitability.

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1979A Paradigm for Developing Better Measures of Marketing Constructs 1994Marketing Research: An Applied Orientation 1993The Antecedents and Consequences of Customer Satisfaction for Firms 1999Attribute-Level Performance, Satisfaction, and Behavioral Intentions over Time: A Consumption-System Approach 2010Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece 1999What You Don't Know About Customer-Perceived Quality: The Role of Customer Expectation Distributions 2007The influence of price fairness on customer satisfaction: an empirical test in the context of automobile purchases 2004Customers' Reactions to Price Increases: Do Customer Satisfaction and Perceived Motive Fairness Matter?

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