Sustainable Service Quality and Customer Loyalty: The Role of Customer Satisfaction and Switching Costs in the Pakistan Cellphone Industry

Hadi, Noor Ul; Aslam, Nadia; Gulzar, Amir

doi:10.3390/su11082408

Cited by 50 publications

(54 citation statements)

References 61 publications

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“…In the context of mobile phone services, there is evidence of switching cost having a moderating effect on the satisfaction-loyalty relationship where dissatisfied customers may not defect because of high switching cost (Lee et al , 2001). This moderating effect of switching cost in the mobile industry has been met with mixed findings as Hadi et al (2019) found that satisfied customer will remain loyal even if the switching cost is low. There is also evidence that tweens (8–12-year-old) are far more satisfied with mobile phones than adults yet brands are not able to turn these youngsters into loyal customers to recommend the product to friends (Martensen, 2007).…”

Section: Research Model and Hypothesesmentioning

confidence: 99%

The role of customer personality in satisfaction, attitude-to-brand and loyalty in mobile services

Smith

2020

SJME

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Purpose The purpose of this study is two-fold. First is to explore the role of some customer personality traits in explaining customer satisfaction in mobile services. Second is to explore the relationship between satisfaction and loyalty of mobile services customers, mediated by attitude-to-brand considering the fierce competition and the fast industry growth. Design/methodology/approach The study used a cross-sectional design and a survey of mobile service customers. For the empirical analysis, the structural equation models were applied (partial least squares). Findings The results suggest that customers who are agreeable, neurotic and open to new experience are more likely to be satisfied with mobile services than other personality types. In addition, the satisfaction-loyalty link is fully mediated by attitude-to-brand. Hence, satisfaction is not a direct driver of loyalty in the mobile services business and loyalty is achieved when service providers simultaneously focussed on the customers’ satisfaction and their attitudes towards brands. Practical implications The study identified the personality trait drivers of customer satisfaction and the path to customer loyalty in the mobile services sector. With this information, mobile service providers should be better able to target and retain customers. Originality/value The study offers new insights into customer behaviour by using personality traits to identify requirements for achieving customer satisfaction, customer loyalty and attitude-to-brand.

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Section: Research Model and Hypothesesmentioning

confidence: 99%

The role of customer personality in satisfaction, attitude-to-brand and loyalty in mobile services

Smith

2020

SJME

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“…The effects quality of service has on customer satisfaction and loyalty have also yielded a broad field of research. Thus, in a study applied to the telecommunications sector, [28] showed that customer satisfaction plays a significant role, unlike the effect of switching cost. This explains why a satisfied customer will remain loyal even when the switching cost is low.…”

Section: Quality Of Information and Online Platformsmentioning

confidence: 99%

Exploring Service Quality among Online Sharing Economy Platforms from an Online Media Perspective

et al. 2019

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The sharing economy has become a new socioeconomic activity that allows the co-creation, production, distribution and consumption of goods and services between individuals, driven by Web 2.0 and e-word of mouth. How these online platforms communicate their content is critical. This paper seeks to develop a scale for measuring the perceived quality of websites that offer information about sharing economy services focused on online peer-to-peer accommodation. The resulting model is validated by means of structural equations and is composed of four dimensions (efficiency; reliability, privacy/security; and communication). The influence that perceived quality exerts on satisfaction and loyalty is then explored from an online media perspective. A scale resulting from the combination of these two areas of knowledge (online media and e-service quality) may take advantage of the more beneficial features they have to offer and provide us with as balanced and convergent a model as possible. The results of the study show that all of the initial hypotheses are confirmed except one. Efficiency, reliability and privacy/security positively influence the perceived quality of a collaborative accommodation portal, whereas communication does not.

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“…To enhance customers' awareness regarding sustainability, Ting et al [27] studied green customers of a Taiwanese hotel. Hadi et al [9] investigated the relationship between sustainable service quality and customer loyalty in the Pakistan cellphone industry. By designing a sustainable reverse logistics network, Cinar [3] developed a mixed integer linear programming (MILP) framework to determine a long-term strategy.…”

Section: Sustainability Organizations and Customersmentioning

confidence: 99%

Sustainable clustering of customers using capacitive artificial neural networks: a case study in Pegah Distribution Company

Yousefi¹,

Shabanpour

Saen

2021

RAIRO-Oper. Res.

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To survive, organizations should inevitably work based on sustainability principles in an ever-increasing changes of markets. Appropriate flexibility and responsiveness are particularly important when considering sustainability issue and market changes in clustering problem. One of the uses of clustering can be allocation of resources and equipment for providing the highest level of customer service which has been a matter of concern for decision makers in distributive companies. Capacitive clustering is a common method for solving allocation and distribution problems. However, traditional clustering models ignore sustainability criteria in defining clusters' capacity. The objective of this study, therefore, is to propose a novel method for optimizing resource allocation for customers given the sustainability criteria. Capacitive clustering is a technique that has a widespread application in data mining. This approach has been used for equipment distribution, sales targeting, market segmentation, etc. One prevalent clustering method is growing neural gas network (GNGN) technique. GNGN is a neural network with uncontrolled learning. In this paper, for the first time, we utilize GNGN to cluster customers given sustainability criteria. Here, the clusters' centers are determined and allocated with regard to capacity constraints of the clusters. The obtained results, in general, can be regarded as an optimized sustainable distribution system in which the number of trucks, distribution routes as well as fuel consumptions and environmental pollutions are minimized. We can also refer to reductions in urban traffic, maintenance costs, staff costs, and decreases in the fatigue of drivers and distributers due to the proximity of supermarkets. An illustrative case study is done to indicate the applicability and remarkable contributions of the suggested clustering approach.

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Sustainable Service Quality and Customer Loyalty: The Role of Customer Satisfaction and Switching Costs in the Pakistan Cellphone Industry

Cited by 50 publications

References 61 publications

The role of customer personality in satisfaction, attitude-to-brand and loyalty in mobile services

The role of customer personality in satisfaction, attitude-to-brand and loyalty in mobile services

Exploring Service Quality among Online Sharing Economy Platforms from an Online Media Perspective

Sustainable clustering of customers using capacitive artificial neural networks: a case study in Pegah Distribution Company

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