Customer Satisfaction and Loyalty as a Part of Customer-Based Corporate Sustainability in the Sector of Mobile Communications Services

Mariana Strenitzerová · Ján Gaňa

75 citations0/0 files storedSustainability

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Customer Service Quality and Loyalty Service and Product Innovation Customer churn and segmentation

Abstract

In the service sector, the issue of customer satisfaction is being paid great attention. It has become central concern for companies of services to improve service quality, and to maintain customer loyalty within a highly competitive marketplace. The success of customer satisfaction is not only closely related to a company’s quality management and marketing activities but it also has significant impacts on the company’s future and its customer-based corporate sustainability. Customer satisfaction influences variables that are indicators of customer loyalty and long-time customer relationships. The aim of this paper is to provide information about customer satisfaction with quality of electronic communications services and show the results of application of the European customer satisfaction index (ECSI) model carried out in Slovak electronic communications market. Our marketing research pointed out that the ECSI model can provide a better understanding of the complex relationships of the variables of customer loyalty and customer satisfaction and their impact to sustainability of Slovak telecom provider.

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References

2004Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context 2003Concepts and Definitions of CSR and Corporate Sustainability: Between Agency and Communion 2008Corporate social responsibility: attributions, loyalty, and the mediating role of trust 2013Managing Corporate Sustainability and CSR: A Conceptual Framework Combining Values, Strategies and Instruments Contributing to Sustainable Development 2005Influence of Corporate Social Responsibility on Loyalty and Valuation of Services 2010CSR and Service Brand: The Mediating Effect of Brand Identification and Moderating Effect of Service Quality 2014Corporate sustainability: an integrative definition and framework to evaluate corporate practice and guide academic research 2006Are Loyal Customers Profitable? Customer Satisfaction, Customer (Action) Loyalty and Customer Profitability at the Individual Level

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