Antecedents of Customer Loyalty at Telecomm Sector

Awais Ali Agha · Aamir Rashid · Rizwana Rasheed · Sherbaz Khan

80 citations0/0 files storedTurkish Online Journal of Qualitative Inquiry

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

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

Abstract

Loyalty is a deep commitment to repurchase a product or service despite the situational factors and marketing efforts that may cause a change in purchasing behavior. Customer loyalty is an ongoing process and needs proper strategies. The current market of the telecommunication industry is facing challenges of satisfying and retaining customers as they are exposed to more comprehensive options. Many factors affect customer loyalty. Thus, these factors should be identified in order to make better and improve customer loyalty. The purpose of this study was to identify the Factors Affecting Customer Loyalty in the Mobile Telecommunication Sector of Pakistan: A Case Study on Jazz. Therefore, the study selected four variables that could significantly affect customer loyalty. These variables were Service Quality, Trust, Corporate Image, and Switching Costs. This study used a quantitative research method to test the relationship where the data was collected from primary sources. Primary data in the research was collected with the help of a close-ended questionnaire. Questionnaires were filled out by mobile phone consumers regarding the factors affecting customer loyalty. The study found that the selected independent variables (Service Quality, Trust, Corporate Image, and Switching Costs) have a significant and positive impact on Customer Loyalty.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 80 citations exist upstream.

References

1980Competitive Strategy: Techniques for Analyzing Industries and Competitors 1997An Examination of the Nature of Trust in Buyer-Seller Relationships 1994Determinants of Long-Term Orientation in Buyer-Seller Relationships 2001The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty 2000Switching barriers and repurchase intentions in services 2000Understanding the Customer Base of Service Providers: An Examination of the Differences between Switchers and Stayers 2001Corporate image and corporate reputation in customers’ retention decisions in services 2003Customer loyalty and customer loyalty programs

Cited by

2022Designing a knowledge-based system (KBS) to study consumer purchase intention: the impact of digital influencers in Pakistan 2022Factors Affecting the Supply Chain Resilience and Supply Chain Performance 2022Supply Chain Management Practices and Organizational Performance in Manufacturing Industry 2022Quality Management and Operational Performance: A Case Study from Pakistan 2022

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.