An exploratory study on determinants of customer satisfaction of leading mobile network providers – case of Kolkata, India

Chakraborty, Shibashish; Sengupta, Kalyan

doi:10.1108/jamr-11-2012-0049

Cited by 15 publications

(13 citation statements)

References 59 publications

(89 reference statements)

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“…First, from a theoretical contribution standpoint, various studies (e.g. Chakraborty and Sengupta, 2013;Kaura et al, 2015;Gallarza, Arteaga-Moreno, Del Chiappa and Gil-Saura, 2016;Gallarza, Ruiz-Molina and Gil-Saura, 2016) have recommended examining the relationships between CPV and CS, as well as investigating the relationship between CS and CL in different business contexts and industries (e.g. Santouridis and Trivellas, 2010;Abu-ELSamen et al, 2011;Chakraborty and Sengupta, 2013;Kaura et al, 2015;Gallarza, Arteaga-Moreno, Del Chiappa and Gil-Saura, 2016;Gallarza, Ruiz-Molina and Gil-Saura, 2016).…”

Section: Introductionmentioning

confidence: 99%

An intervariable approach to customer satisfaction and loyalty in the internet service market

Akroush

Mahadin

2019

INTR

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Purpose The purpose of this paper is to examine a multidimensional model of customer perceived value (CPV), customer satisfaction (CS) and loyalty from internet subscribers’ perspectives. Design/methodology/approach In total, 1,297 out of 2,000 online surveys were valid for the analysis. Confirmatory factor analyses were performed to assess the research constructs’ unidimensionality, validity and composite reliability. Structural path analysis was used to test the hypothesized relationships of the research model. Findings CPV positively affects functional and technical satisfaction as well as cognitive loyalty. Functional satisfaction positively affects technical satisfaction and attitudinal loyalty. Attitudinal loyalty positively affects cognitive and behavioral loyalty, and the latter positively affects cognitive loyalty. In total, 53 percent of variation in cognitive loyalty was caused by behavioral, attitudinal loyalty and perceived value path. Research limitations/implications Future research could investigate other outcomes of CS dimensions, such as customer lifetime value, customer retention, profitability, return on investment and market share, and their effects on customer loyalty (CL). Future research can also examine the effect of other dimensions of perceived customer value on CS and loyalty dimensions simultaneously. Other future research areas are also outlined. Practical implications CPV acts as a cornerstone to developing a successful multidimensional program of CL through functional and technical satisfactions. Marketing directors need to focus on building CL schemes and strategies that should take into consideration the long-term and short-term loyalty. Originality/value Theoretically, using an intervariable perspective, this paper has responded to important calls for conducting research on the chain of perceived value, CS and loyalty chain. Practically, this paper is the first empirical research devoted to developing an intervariable approach to the chain of perceived value, CS and loyalty in the internet service market.

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Section: Introductionmentioning

confidence: 99%

An intervariable approach to customer satisfaction and loyalty in the internet service market

Akroush

Mahadin

2019

INTR

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“…Network quality contributes to the satisfaction level of consumers; hence, the development of loyalty. Network quality has become a critical dimension that forms customers’ perception of service quality of cell phone service providers (Chakraborty and Sengupta, 2013). When network quality is good, call drop rate reduces which means there is a high call completion rate.…”

Section: Discussion Of Findingsmentioning

confidence: 99%

“…The structural components deal with features of a place that make an individual have a sense of attachment to the place by default while bonding attachment deals with affection and related elements that bond a person to a place. In the operations of mobile telecommunication network services, structural elements such as network coverage, network quality and MNP can make a customer have a sense of attachment to a particular telecommunication network brand (Chakraborty and Sengupta, 2013) thus, we define structural attachment by these three elements. On the other hand, the marketing literature has normally treated attachment from bonding perspectives (see Hemsley-Brown and Alnawas, 2016).…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Effects of structural and bonding-based attachment on brand loyalty

Adam

Ofori

Okoe

et al. 2018

AJEMS

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Purpose The purpose of this paper is to ascertain the effects of structural and bonding attachment on brand loyalty. The authors identified network quality, network coverage and mobile number portability (MNP) as structural elements of attachment that affect brand loyalty. Similarly, the authors identify brand trust and social interaction ties as elements of bonding-based attachment that affects brand loyalty. Design/methodology/approach The authors employed a survey as the research design. There were 500 respondents who were customers of telecommunication network brands in Ghana. Data collected were analyzed using the partial least square approach to structural equation modeling (PLS-SEM) on SmartPLS 3. Findings The findings indicate that structural and bonding-based attachments affect the brand loyalty. Specifically, the authors found that network coverage, network quality, brand trust and social interaction ties have positive effects on brand loyalty while MNP has a negative effect on brand loyalty. Originality/value This study conceptualizes attachment from both structural and bonding perspectives, which are rare in the marketing literature. Thus, this study advances the conceptualization of attachment in the marketing literature.

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“…These elements of natural affections create a bonding mechanism between individuals and their service providers. For instance, within the mobile money financial service ecosystem, it is evident that structural components such as service providers' network coverage, network quality and service credibility, jointly function as the enablers for developing subscribers' unflinching attachment to a specific mobile financial service provider (Chakraborty and Sengupta, 2013).…”

Section: Social Network Social Learning Attachment and Social Capital...mentioning

confidence: 99%

Embracing mobile financial inclusion in the wake of Covid-19 pandemic: The mediating role of cognitive and affective-based trust embeddedness

Ampaw

Nte-Adik²,

Azaare³

et al. 2022

IJTMR

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The aim of the study is to examine the role of social capital in the formation of mobile financialservice users’ adoptive behaviours toward service providers in the context of the financialtechnological regime of Ghana. The study used a total of 417 sample data from a self-administeredquestionnaire to achieve its objectives. Structural equation modeling was employed to analyze thedirect effects of social capital and the mediation role of cognitive-based trust and affective-based truston mobile financial service. The results of the study demonstrate that social capital, cognitive-basedand affective-based trust collaboratively impact on the adoptive lifestyle of mobile financial serviceusers. Specifically, both cognitive-based and affective-based trust mediate between social capital andmobile financial inclusion to inform users’ behavioral intentions. The results however, reveals thataffective-based trust plays a significant role in shaping mobile financial service users’ behavioralintentions than cognitive-based trust. In detail, the study indicates that social capital directly impactson the adoptive behavior of mobile financial service users. It is therefore, recommended that in thepresent era of Covid-19 pandemic and its attendant social distancing protocols, mobile financialservice providers should invest heavily in social media channels to develop their corporate socialcapital brand in order to deepen their bondage with users. The study makes a vital contribution to theevolving debate on mobile financial inclusion, information system and consumer psychology fromAfrican perspective. The study acknowledges the contributions of prior studies to the afore-mentionedstrands of discipline and the chasm in literature. Specifically, this study is the first of its kind toempirically examine the influential functions of social capital, cognitive-based trust and affective-basedtrust on mobile financial inclusion from the len of the Ghanaian financial technological landscape.The study will equip industry players with the needed know-how to enhance their profitability andoperational competitiveness.

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An exploratory study on determinants of customer satisfaction of leading mobile network providers – case of Kolkata, India

Cited by 15 publications

References 59 publications

An intervariable approach to customer satisfaction and loyalty in the internet service market

An intervariable approach to customer satisfaction and loyalty in the internet service market

Effects of structural and bonding-based attachment on brand loyalty

Embracing mobile financial inclusion in the wake of Covid-19 pandemic: The mediating role of cognitive and affective-based trust embeddedness

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