Service quality and customer retention in mobile telephony

Abstract

Evangelia Bleryis currently occupied in marketing innovative technologies at NCSR Demokritos, and is a professor of marketing at the Technical Educational Institute (TEI) of Athens. Dr Blery has an MBA and a PhD in marketing from the University of Surrey in Guildford, UK, and has 10 years of experience in consulting services. Her areas of specialisation include consumer behaviour, customer loyalty and survey research. Nick Batistatosis a graduate student in Marketing at TEI of Athens. His areas of specialisation include survey research and consumer behaviour. Efstathia Papastratouis a graduate student in Marketing at TEI of Athens. Her areas of specialisation include survey research and consumer behaviour. Ioannis Perifanosis a graduate student in Marketing at TEI of Athens. His areas of specialisation include survey research and consumer behaviour. Georgia Remoundakiis a graduate student in Marketing at TEI of Athens. Her areas of specialisation include survey research and consumer behaviour. Maria Retsinais a graduate student in Marketing at TEI of Athens. Her areas of specialisation include survey research and consumer behaviour.ABSTRACT The aim of this paper is to identify the infl uence of service quality on customer loyalty in the Greek mobile telephony sector. Service quality was measured using the SERVPERF model. Repurchase intention and positive word of mouth were used as behavioural components to measure customer loyalty; however, it should be noted that customers ' stated repurchase intention does not always ensure their actual repurchase behaviour. The infl uence of perceived price on customers ' repurchase intention was also examined. Data were collected through survey research, and 180 mobile telephony users were personally interviewed. The fi ndings showed that there are relationships between service quality and customers ' repurchase intention in mobile telephony.

Higher Education Quality and Student Satisfaction Nexus: Evidence from Zambia

“…Individually, only perceived responsiveness and perceived empathy make a significant contribution. For empathy, this means that as customers (students) perceive that university personnel are willing to take care of the customers by providing individualistic attention and rendering ears to their problems and effectively addressing their concerns and demands (Blery et al, 2009), their levels of satisfaction with the service will be higher. Therefore, H 2 , which postulates that perceived empathy positively influences students' satisfaction with the education services from the university, has been supported.…”

“…Individually, perceived responsiveness, empathy and assurance make a significant contribution. This means that customers (students) who perceive that university personnel possess knowledge and relevant ability and therefore inspire trust and confidence in providing the promised services to customers (Blery et al, 2009) are more likely to report higher satisfaction with the service. Therefore, H 3 , which postulates that perceived assurance positively influences students' satisfaction with the education service, has been supported.…”

“…Individually, only perceived reliability makes a statistically significant contribution. This means that the more customers (students) perceive university personnel as having the ability and actually fulfilling the promised service in a committed manner, truthfully and consistently (Blery et al, 2009), the more they will report customer satisfaction.…”

“…This means that customers (students) appreciate the overall outlook of the university, its physical appearance as being visually appealing and stylish (Blery et al, 2009) would report higher customer satisfaction. Therefore, H 5 , which postulates that perceived tangibility positively influences students' satisfaction with the education service, has been supported.…”

Perceived Quality and Corporate Image in Mobile Services: The Role of Technical and Functional Quality

“…This explanation is based on the assumption that the characteristics of services being offered are equally or even more important as the way in which the service is provided (Rust and Oliver 1994). In the context of mobile services, researchers have discussed the high impact of the results of using mobile services, which can cause customer dissatisfaction even in the cases of prestige mobile operators (Blery et al 2009;Seth and Gupta 2008;Tiwari and Verma 2008).…”