Determinants of customer loyalty in the Korean smartphone market: Moderating effects of usage characteristics

Moon-Koo, Kim; Wong, Siew Fan; Chang, Younghoon; Park, Jong‐Hyun

doi:10.1016/j.tele.2016.02.006

Cited by 115 publications

(126 citation statements)

References 74 publications

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“…In line with previous studies using PLS (Ho, 2014(Ho, , 2015Kim, Fan, Chang, & Park, 2016;Klarner, Sarstedt, Hoeck, & Ringle, 2013) we established the reliability and the convergent validity as well as discriminant validity. Table 1 provides information on the reliability and convergent validity.…”

Section: Measurement Modelsupporting

confidence: 70%

Role of social media community in strengthening trust and loyalty for a university

Nevzat

Amca

Tanova

et al. 2016

Computers in Human Behavior

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As the increasing internationalization of higher education creates competition among the universities, many institutions are making use of social media communities to attract and retain students. We surveyed 215 users of the Eastern Mediterranean University (EMU) Facebook page to investigate how it influences their identification with the university community and the university brand. We further investigate how this identification influences the trust and loyalty to the institution and leads to positive behaviors such as promoting the university to their peers as an active member of the university community. Our results show that the perceived strength of the Facebook community is related to the identification with the university community and the university brand which in turn are related to trust and loyalty. Higher loyalty is linked to citizenship behaviors such as increased contribution to the educational process labeled in-role behaviors and providing positive word of mouth about the university labeled extra-role behaviors. With the challenges of a diverse and global student body which is expected to continue increasing, universities can benefit from use of social media in developing identity, loyalty and trust.

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Section: Measurement Modelsupporting

confidence: 70%

Role of social media community in strengthening trust and loyalty for a university

Nevzat

Amca

Tanova

et al. 2016

Computers in Human Behavior

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“…Customer satisfaction is being considered as an important factor influencing the customer retentions and recommendation phenomena (Kumar et al, 2013;Kim et al, 2015a;Kim et al, 2016). Investigative studies by Segarra-Moliner and Moliner-Tena (2016) and Chuah et al (2017) portrayed that satisfaction is the dominant factor affecting consumer loyalty.…”

Section: Antecedents Of Customer Satisfaction and Retentionmentioning

confidence: 99%

Customer Retention and Telecommunications Services in Bangladesh

Hossain

Chowdhury

Jahan

2017

International Journal of Asian Social Science

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Article HistoryThe telecommunication service in Bangladesh entered into a new transition period of its growth. The industry is moving its strategic focus on attracting new customer rather than retaining existing one through customer satisfaction strategy, referring as a fundamental marketing strategy during the past few decades. The study aims to explore the antecedents of customer satisfaction and retention behavior. Current study applies structural equation modeling via partial least squares with samples of 245 subscribers from 5 telecommunication service companies. The findings support the importance of customer satisfaction in building buyer-seller relationship, and reveal customer retention is the precursor of company's profit. The study's contribution to the literature is to scrutinize, empirically, the main antecedents of this endogenous variable in greater depth. Contribution/ Originality:This study documents the growing importance of customer behavioral intentions toward mobile telecommunications service industry in emerging country, thereby it provides useful insights concerning the potential benefits associated with using customer retention strategies.

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“…For this study, customer loyalty is defined as the reappearance of the customers with the same organisation for longer periods. As the level of competition increases, so does the need for customer loyalty, since there is a wide range of choice, fast, creative, and innovative services (Bodet, 2008;Kim et al, 2016;Kumar et al, 2013;Karjaluoto et al, 2012;Aktepe et al, 2015;Rasheed & Abadi, 2014;Stevens, 2000;Chang, 2015).…”

Section: Factors Affecting Customer Satisfaction and Customer Loyaltymentioning

confidence: 99%

“…In marketing literature, customer satisfaction has been considered as a crucial factor influencing customer loyalty (Gerpott et al, 2001;Kumar et al, 2013;Kim et al, 2015a;Kim et al, 2016). Omachonu et al (2008) suggest that it is a psychological state where there is a consistency between the emerging emotion and expectation.…”

Section: Customer Satisfactionmentioning

confidence: 99%

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How Important Is Customer Satisfaction? Quantitative Evidence from Mobile Telecommunication Market

Irfan¹,

Shamsudin²,

Hadi³

2016

IJBM

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To investigates the importance of customer satisfaction in Pakistani mobile telecommunication market. This study explores whether customer satisfaction affects the relationship between customer loyalty and service quality, and also between customer loyalty and perceived value. The study found the coefficient of determination (R 2 ) for the overall model to be considerable. The role of customer satisfaction was significant in assessing the contribution of exogenous constructs to the R 2 value of endogenous constructs (f 2 > 0.35). All exogenous constructs in the model had good predictive relevance for endogenous constructs, as Q 2 value was above the threshold (0.156 for customer satisfaction, and 0.467 for customer loyalty). The q 2 effect size of customer satisfaction on customer loyalty is large (q 2 = 0.448). VAF accounted for more than 80% of both indirect effects, indicating the importance of customer satisfaction on the relationship between service quality and customer loyalty, and between perceived value and customer loyalty.

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Determinants of customer loyalty in the Korean smartphone market: Moderating effects of usage characteristics

Cited by 115 publications

References 74 publications

Role of social media community in strengthening trust and loyalty for a university

Role of social media community in strengthening trust and loyalty for a university

Customer Retention and Telecommunications Services in Bangladesh

How Important Is Customer Satisfaction? Quantitative Evidence from Mobile Telecommunication Market

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