The impact of perceived hidden inflation on service quality-customer brand loyalty: mobile phone service in Taiwan

Liu, Sheng Wen

doi:10.1504/ijscm.2018.091607

Cited by 2 publications

(1 citation statement)

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“…Trust is regarded as one of the most meaningful antecedents of secure and collective partnerships in business [24]. The former investigation has proposed that trust consists of the assumption that an individual in a business relationship would behave in their partner's best interest [25][26][27][28][29] and the sense of integrity recognized between the individuals or groups involved [30]. Thus, this construct is determined by the customer's expectations of whether the service provider is reliable and follows through on its promises [31].…”

Section: Trust and Customer Satisfactionmentioning

confidence: 99%

The Antecedents of Customer Satisfaction in the Portuguese Telecommunications Sector

Torrão

Teixeira

2023

Sustainability

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This study’s primary goal is to examine the elements that affect customer loyalty and satisfaction with Portuguese telecommunications. Indeed, customer loyalty and satisfaction are crucial factors in guaranteeing the success and expansion of the services sector. Furthermore, it aims to include customers’ privacy perceptions in a thorough model. A structured questionnaire was adapted from previous studies in the field, collecting a total of 357 valid responses. The suggested hypotheses were tested using multiple statistical techniques to assess the reliability and validity of the gathered data, culminating with path analysis through Structural Equation Modelling. The research results demonstrate that consumer loyalty is highly impacted by satisfaction. On the other hand, service quality significantly influences customer satisfaction, whereas trust and perceived value have a positive yet insignificant impact on this construct. Additionally, perceptions of privacy risk were found to affect customer trust positively and significantly. Considering that the data used for this analysis were collected exclusively in the Portuguese market, inferring the same findings in different countries should be made prudently. As this study only comprised of one of the perceived value dimensions, the results associated with this construct should also have that in mind.

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