Modelling customer satisfaction and customer loyalty in the frame of telecommunications industry: a review

Abstract

The purpose of this paper is to review the existing literature on the modelling of customer satisfaction and loyalty determinants in the context of the telecommunications industry. The available literature on the development and treatment of various models of customer satisfaction and customer loyalty in the context of Telecom service sector is reviewed systematically. This allowed us to compare the findings from different studies carried out in different geographies on this subject. The review provides underlying patterns of relationships and interplays between customer satisfaction, customer loyalty and their influencing factors. The paper vividly examines the areas wherein the reviewed studies taken from varied geographical areas of the world stand in consensus with each other and the areas wherein they differ in opinion. Such understanding is relevant for academicians and researchers for furthering the work in this field. The insights into the previous studies, considered for this paper, are discussed and suggestions for future research are provided which paves the way of further empirical analysis of the insights thus brought to surface by this paper.

Smartphone Use and Academic Performance of University Students: A Mediation and Moderation Analysis

“…Outcomes of moderation of addiction exhibit the significant influence between functions of smartphone and students' academic performance in universities as the outcome variable [8,10,12,16,18,33]. Finally, the moderating variable such as technology plays a significant influence between functions of smartphone and university students' academic performance, previous literature also exhibited similar outcomes such as García-Martínez et al [14], Qi [25], Hossain et al [26], Chen and Chang [90], Saroha and Diwan [91], Rout and Samarpita [92], McGill and Klobas [96], and Aljomaa et al [97].…”

“…Advancement in technology has increased the usage of smartphones by students and the general public [35]. According to Chen and Chang [90], and Saroha and Diwan [91], smartphone functions are experiencing drastic and swift remodeling due to the encompassing influence of telecommunication and information technologies. Drastic and swift access to data and information processing has made the smartphone more useful and advanced.…”

“…The research design of the undertaken study is quantitative and cross-sectional, and data was collected through a modified structured questionnaire. The items of considered variables were adapted from Han and Yi [4], Ahmed et al [35,106], Chen and Chang [90], Mathwick et al [39], Çizmeci and Ercan [42], Kumar [54], Goldenberg et al [84], Zhang and Mao [88], and Saroha and Diwan [91], etc. We used a five-point Likert scale, and responses were collected from ten universities of Karachi, the respondents were enrolled in undergraduate, graduate, postgraduate, and professional degree programs.…”

“…Conceptual model of the research study. Source: Adapted from previous literature[4,35,39,42,54,84,88,91,106].…”

Pengaruh Harga Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan

“…Dalam hal ini pelanggan tidak menerima layanan yang sesuai harpannya. Seperti halnya kualitas pelayanan menurut Parasuraman, Zeithaml & Berry (1988) dan Saroha & Diwan (2017) terdapat faktor yang mempengaruhi sebuah layanan adalah expected service (layanan yang diharapkan) dan perceived service (layanan yang di terima). Jika layanan yang diterima sesuai bahkan dapat memenuhi apa yang di harapkan maka jasa dapat dikatakan baik atau positif.…”