Customer Satisfaction in the Mobile Telecom Industry in Bahrain: Antecedents and Consequences

Abstract

This study sheds some light on the importance and consequences of satisfaction in the competitive telecom industry in Bahrain. The factors related to payments and savings (such as offers, rents, charges) are the most significant in determining satisfaction, retention, and likelihood of switching from one mobile provider to another. Conversely, intercommunication factors (such as customer service, friendly employees, user-friendly websites) were found to be the least significant. A significant positive relationship was found between satisfaction and retention while a poor association was noticed between satisfaction/retention and loyalty.

The determinants of recommendations to use augmented reality technologies: The case of a Korean theme park

“…This study also confirms Hosany and Witham's (2010) research on tourists' cruise experience, which showed the strong influence of satisfaction on the behavioral intention to recommend AR applications. The present study indicates that satisfied theme park visitors are more likely to spread positive word of mouth about the theme park and the AR application, which is consistent with previous study findings (Almossawi, 2012;Ayeh et al, 2013). This finding is important in the tourism context, as uninformed tourists and visitors strongly depend on experiences of previous visitors to form their opinion on whether to visit a destination or theme park (Harrisson-Walker, 2001).…”

“…Zeithaml (2000) acknowledged that high satisfaction rates result in returning visitors and higher profits. Several researchers (Almossawi, 2012;Bayraktar et al, 2012;Garin-Munoz et al, 2012;Vranakis et al, 2012) have found that perceived quality has a strong influence on satisfaction within the mobile service context. Thus, to develop long-lasting relationships and customer loyalty, businesses have to ensure high satisfaction rates by offering a high level of quality (Bigné, 1997).…”

The Effect of Perceived Risk on Repurchase Intention and Word – of – Mouth in the Mobile Telecommunication Market: A Case Study from Vietnam

“…For example, service quality (Eshghi, Roy, & Ganguli, 2008;Lee & Murphy, 2008;Ishaq, 2012;M. Hassan, S. Hassan, Nawaz, & Aksel , 2013), corporate image (Kim, Park, & Jeong, 2004;Jallow, 2013;Bayraktar, Tatoglu, Turkyilmaz, & Zaim, 2012;Aydin & Ozer, 2005;Hafeez & Hasnu, 2010;Vranakis, Chatzoglou, & Mpaloukas, 2012), switching barrier (Kim et al, 2004;Liu, Guo & Lee, 2011;Almossawi, 2012;Aydin & Ozer, 2005), perceived value (Bayraktar et al, 2012;Ishaqa, 2012), customer trust (Liu, Guo & Lee, 2011;Ahmad, Husain & Rajput, 2015), etc. However, within this service market, there seems to be a lack of research about examining the relationship between customer perceived risk and customer loyalty (particularly focus on repurchase intention and positive WOM).…”

Knowledge and performance in an emerging telecommunication industry: The moderating role of organisational orientation

“…Items on organisational effectiveness as designed by Gold, Malhotra, and Segars (), Rehman, Asghar, and Ahmad (), and Shiaw‐Tong, May‐Chiun, and Yin‐Chai () were used. Customers' satisfaction item was captured on the basis of the firm employees' feedback from customers about their level of satisfaction with the organisations' products and services (Almossawi, ).…”

“…Items on organisational effectiveness as designed by Gold, Malhotra, and Segars (2001), Rehman, Asghar, and Ahmad (2015), and Shiaw-Tong, May-Chiun, and Yin-Chai (2016) were used. Customers' satisfaction item was captured on the basis of the firm employees' feedback from customers about their level of satisfaction with the organisations' products and services (Almossawi, 2012). Respectively, the respondents distribution from each of these companies includes Firm 1 (92 respondents), Firm 2 (50 respondents), Firm 3 (37 respondents), and Firm 4 (52 respondents).…”