Antecedents of customer loyalty and performance improvement: Evidence from Pakistan's telecommunications sector

Shahzad, Arfan; Yaqub, Rana Muhammad Shahid; Vaio, Assunta Di; Hassan, Rohail

doi:10.1016/j.jup.2021.101208

Cited by 23 publications

(22 citation statements)

References 74 publications

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“…Many businesses are increasingly working on improved SQ which may ultimately improve the CS as input for reducing customer complaints and building consumer loyalty (Gong et al, 2015). The study of Shahzad et al (2021) described the various antecedents of customer loyalty that improve the performance of the telecommunication sector of Pakistan. During an online transaction, the consumer and store are separated, emphasizing the necessity of service recovery in e-service management.…”

Section: Review Of Literature and Development Of Hypothesismentioning

confidence: 99%

Unhiding Nexus Between Service Quality, Customer Satisfaction, Complaints, and Loyalty in Online Shopping Environment in Pakistan

Wattoo

Iqbal

2022

SAGE Open

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Due to the recent development in online shopping, the e-commerce business has experienced significant growth. However, in developing nations such as Pakistan, the concept of e-commerce is yet in its early stages, and there are several roadblocks to users using this platform. Therefore, this study aimed to identify the nexus between service quality (SQ), customer satisfaction (CS), customer complaints, and loyalty in the online shopping environment by integrating the SQ model with the American Customer Service Index (ACSI) model. A conceptual framework was created and evaluated using data obtained through a structured questionnaire (n = 296) from e-commerce users. In Smart-PLS v3, the author used structural equation modeling (SEM) to examine the study hypotheses. As per the study findings, reliability, responsiveness, trust, WD, and personalization are significant determinants of SQ. Meanwhile, in an e-commerce context, SQ is positively associated with CS, which leads to a reduction in customer complaints and an increase in customer loyalty. The results provide a birds-eye view to the managers to direct their spending scientifically to the variables that have the most significant influence on SQ and CS. It will assist current and prospective e-commerce retailers in gaining a thorough grasp of CS, complaints, and loyalty in their industry. Furthermore, the theoretical and practical contributions were discussed in this study.

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Section: Review Of Literature and Development Of Hypothesismentioning

confidence: 99%

Unhiding Nexus Between Service Quality, Customer Satisfaction, Complaints, and Loyalty in Online Shopping Environment in Pakistan

Wattoo

Iqbal

2022

SAGE Open

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“…Trusting every e-retailer is challenging these days. It is worthfully important to identify e-retailer loyalty while using digital platforms ( Shahzad et al, 2021 ). Therefore, we incorporate trust in e-retailer in our research framework, which ultimately develops consumer trust in f-commerce and leads toward usage intentions.…”

Section: Literature Underpinningmentioning

confidence: 99%

Decision Making With an Alternative Mindset in an Online Shopping Environment: Identifying User Intentions Toward Facebook-Commerce

et al. 2022

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Considering the current global trend in the digital economy, Facebook commerce (f-commerce) is an indispensable component of today’s digital commerce. The purpose of this research is to test the proposed model to validate current theories that evaluate the relationships between online trust and customer f-commerce usage intentions. It has also been proposed to improve usage intention by integrating the relationship between perceived value and trust in electronic commerce (e-commerce). The data was gathered using a structured questionnaire and analyzed with structural equation modeling (SEM; n = 435). In this study, gender has been discussed as a moderating factor. The findings describe the positive relationships that exist between antecedents of trust and user intentions toward f-commerce. Furthermore, according to the findings of the study, females are more concerned than males about developing their intentions to utilize f-commerce for online shopping. Theoretical and practical implications are also presented in this study.

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“…In another study conducted on telecom users in Pakistan, it was suggested that to retain consumers, telecommunications companies should employ more rational approaches concerning customer loyalty. Retaining existing consumers has been proven to be more profitable than attracting new consumers (Shahzad et al 2021). On the other hand, Thai telecom consumers tend to become more loyal to their telecom company if they are provided with more efficient technical services (Dhasan and Kowathanakul 2021).…”

Section: Customer Loyaltymentioning

confidence: 99%

“…The greatest challenge for organizations in this current scenario is the increasing competition and customer expectations. This strong environment of competition has changed the marketing ideology from the acquisition of consumers to consumer loyalty (Shahzad et al 2021). However, achieving customer loyalty is becoming a challenge for businesses because of the competitive market situation.…”

Section: Introductionmentioning

confidence: 99%

Role of Service Quality in Improving Customer Loyalty towards Telecom Companies in Hungary during the COVID-19 Pandemic

et al. 2021

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The telecommunication sector is one of the most rapidly growing sectors in the world. The COVID-19 pandemic has created an increased dependence of customers on telecommunications to continue their work and studies. The increased usage of internet and telecom services during the COVID-19 pandemic has brought many risks and challenges for the telecom companies to meet the requirements of the consumers. In this regard, it is crucial to understand the factors affecting customer loyalty towards telecom companies during the COVID-19 pandemic. This study is conducted to evaluate the effect of service quality, perception towards promotional packages, and customer delight on customer loyalty towards telecom companies in Hungary. The study also examined the mediating role of customer delight and perception towards promotional packages between service quality and customer loyalty. Another aim of the study is to compare the behavior of Hungarian customers and foreign customers living in Hungary towards telecom companies in the course of the COVID-19 pandemic. The study used a linear snowball sampling method and a well-structured questionnaire to collect the data. In total, 589 completed responses were used for analysis out, of which 208 responses are from Hungarian customers and 381 are from foreigners. To analyze the collected data, regression analysis was applied by using AMOS 22 package. The results of our study revealed that service quality and perception towards promotional packages positively influence customer loyalty among both Hungarian and foreign customers. On the other hand, customer delight significantly influences customer loyalty only among foreign customers. The results also proved the mediating role of promotional packages and customer delight between service quality and customer delight. This study will provide significant practical implications for managers of telecom companies in Hungary.

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Antecedents of customer loyalty and performance improvement: Evidence from Pakistan's telecommunications sector

Cited by 23 publications

References 74 publications

Unhiding Nexus Between Service Quality, Customer Satisfaction, Complaints, and Loyalty in Online Shopping Environment in Pakistan

Unhiding Nexus Between Service Quality, Customer Satisfaction, Complaints, and Loyalty in Online Shopping Environment in Pakistan

Decision Making With an Alternative Mindset in an Online Shopping Environment: Identifying User Intentions Toward Facebook-Commerce

Role of Service Quality in Improving Customer Loyalty towards Telecom Companies in Hungary during the COVID-19 Pandemic

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