Switching behavior and customer satisfaction in mobile services: Analyzing virtual and traditional operators

Calvo-Porral, Cristina; Lévy-Mangín, Jean-Pierre

doi:10.1016/j.chb.2015.03.057

Cited by 66 publications

(42 citation statements)

References 45 publications

(94 reference statements)

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“…Perceived service quality is the most important determinants of satisfaction which is consistent with the theory from Oliver that states customers' perception of service quality was the main factor predicting customer satisfaction [13]. Several empirical studies confirmed that a higher level of service quality was related to a higher level of customer satisfaction [9,10,15,32]. Quality of service assessments made by customers had a significant impact on both negative and positive customer satisfaction categories; assessments of other service attributes like customer care, information on tariffs and plans and billing clarity, only showed a significant statistical influence on positive categories of customer satisfaction [72].…”

Section: Resultssupporting

confidence: 75%

“…Loyalty can be attained if users feel satisfy to their operators based on their previous experience and likewise when they face barrier to switch is high experience [6][7][8][9][10][11]. It has been found that experience in the stage of cognition phase able to influence satisfaction and switching barriers in the stage of affection phase and loyalty in the stage of conation/action phase [9,[11][12][13][14][15][16].…”

Section: Introductionmentioning

confidence: 99%

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Understanding the Mediating Roles of Satisfaction and Switching Barriers on User Experience and Loyalty Chain in Indonesia GSM Operators

Rachmawati¹,

Mohaidin²

2019

Proceedings of the 1st International Conference on Economics, Business, Entrepreneurship, and Finance (ICEBEF 2018)

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At the moment, the number of Indonesia GSM operators has gradually increased since the issuance of the government regulation regarding the change of business cellular telecommunication competition from monopoly become oligopoly. This situation also give an impact on the decreasing in user loyalty which is shown by increasing of churn rate and stagnant user growth. This study has intention to support conceptually the relationship between user experience and loyalty in Indonesia GSM operators through satisfaction and switching barriers. The conceptual framework is tested empirically using 68 questionnaire items as research instrument and collected using self-administered online survey. The model is tested using PLS-SEM and the findings show that satisfaction and switching barriers mediate the positive and significant relationship between user experience and loyalty. It implies if users perceive good experiences in using their operators then they feel satisfy and stay loyal with the current operator. In line with the condition when there are too many barriers in switching to other operators and at the same time they get value for money, hence they will become loyal as well. In addition, this research model was fit to the context since in the criteria of high goodness of fit and predictive blindfolding.

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Section: Resultssupporting

confidence: 75%

Section: Introductionmentioning

confidence: 99%

Understanding the Mediating Roles of Satisfaction and Switching Barriers on User Experience and Loyalty Chain in Indonesia GSM Operators

Rachmawati¹,

Mohaidin²

2019

Proceedings of the 1st International Conference on Economics, Business, Entrepreneurship, and Finance (ICEBEF 2018)

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“…However, there is limited consideration of the influence of negative eWOM on switching in the literature. Most studies on switching deliberate on the switching costs, price, network as key factors of switching (Quoquab et al, 2016;Calvo et al, 2015) but, many consumer switching is not only due to these reasons. There are many consumers who still switched despite satisfying experience of price, network, service and high switching cost.…”

Section: Background Researchmentioning

confidence: 99%

Influence of Negative eWOM on Switching Intention

Bojei

Khalid

Nadarajan³

2018

BMS

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Despite discussions on strong and growing influence of electronic word-of-mouth (eWOM) on consumer decisions, there is insufficient effort to validate negative eWOM as a key source of causal data towards mobile consumer switching behaviour. Studies have indicated strong negative eWOM leads to high degree of influence on switching behaviour (Zhang et al., 2015). However, these studies are based on consumers’ survey response on how the negative eWOM impacts their decisions with emphasis on the strength and valence of the negative eWOM. Limited studies explore the contents of negative eWOM itself and how the choice of words is reflective of consumer elements or contexts which are meaningful towards understanding the causality between negative eWOM and switching behaviour (Martins et al., 2013; Qahri et al., 2015). The content of the negative eWOM sheds light on consumer elements related to mobile consumer switching behaviour, described as issues and situations. This study identifies and validates the causality of key consumer elements highlighted in the negative eWOM in association with mobile consumer switching phenomenon.

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“…Additionally, the preceeding researchers stated that the relationship on these phases could be strengthen and/or mediated by corporate image (Aisya, 2016;Amin, Ahmad, & Lim, 2012;Calvo-Porral & Levy-Mangin, 2015; Gautam, 2011; Ghalandari, Babaeinia, & Jogh, 2013; Kim et al, 2016;Tarus & Rabach, https://doi.org/10.15405/epsbs.2019.08.36 Corresponding Author: Zurina Mohaidin Selection and peer-review under responsibility of the Organizing Committee of the conference eISSN: 2357-1330 362 2013). Garret (2011) described that perceived user experience in using a particular technology includes the internet and the site referred to the user experience.…”

Section: Introductionmentioning

confidence: 99%

Understanding User Experience, Satisfaction, And Loyalty of Telecommunication Service Providers in Indonesia

Rachmawati¹

2019

The European Proceedings of Social and Behavioural Sciences

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Switching behavior and customer satisfaction in mobile services: Analyzing virtual and traditional operators

Cited by 66 publications

References 45 publications

Understanding the Mediating Roles of Satisfaction and Switching Barriers on User Experience and Loyalty Chain in Indonesia GSM Operators

Understanding the Mediating Roles of Satisfaction and Switching Barriers on User Experience and Loyalty Chain in Indonesia GSM Operators

Influence of Negative eWOM on Switching Intention

Understanding User Experience, Satisfaction, And Loyalty of Telecommunication Service Providers in Indonesia

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