The Impact of Service Quality on Corporate Social Responsibility and Customer Citizenship Behavior in Telecommunication Companies

Tashtoush, Laith; Assi, Ala' Fathi

doi:10.1109/icdabi56818.2022.10041474

Search citation statements

Order By: Relevance

Paper Sections

Select...

Citation Types

Supporting

Mentioning

Contrasting

Year Published

2023

2024

Publication Types

Select...

Other1

Article1

Relationship

Self Cite0

Independent2

Authors

Journals

Cited by 2 publications

References 62 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

Work-Family Conflict's Influence on Job Satisfaction. A Mediator Role of Emotional Exhaustion

Awadallah,

Hamdan,

Assi

2023

2023 International Conference on Sustainable Islamic Business and Finance (SIBF)

View full text Add to dashboard Cite

Work-Family Conflict's Influence on Job Satisfaction. A Mediator Role of Emotional Exhaustion

Awadallah,

Hamdan,

Assi

2023

2023 International Conference on Sustainable Islamic Business and Finance (SIBF)

View full text Add to dashboard Cite

Towards Sustainable Internet Service Provision: Analyzing Consumer Preferences through a Hybrid TOPSIS–SEM–Neural Network Framework

Saflor,

Mariñas,

Alvarado

et al. 2024

Sustainability

View full text Add to dashboard Cite

In our increasingly digital world, grasping consumer preferences for internet service providers (ISPs) is paramount. This study was conducted in Occidental Mindoro, Luzon, the Philippines, and surveyed 280 respondents across ten municipalities with 81 in-person and online questionnaires. The research focused on twelve latent variables: internet speed, assurance, tangibility, responsiveness, reliability, empathy, data privacy, service quality, value-added services, price, customer satisfaction, and customer loyalty. Methods such as Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS), Structural Equation Modeling (SEM), and an Artificial Neural Network (ANN) were integrated for the analysis. The study utilized TOPSIS to rank ISPs based on Service Quality (SERVQUAL) parameters, followed by SEM to delve into variable connections affecting preferences, and through as ANN, consumer behavior and loyalty were predicted. The SEM–ANN results revealed that assurance, responsiveness, empathy, and data privacy directly impacted service quality. Moreover, a significant correlation was found between customer satisfaction and service quality, influencing further customer loyalty alongside pricing. By integrating these methodologies, the study provides a comprehensive understanding of ISP preferences and emphasizes service quality as the most significant factor in industry decision-making.

show abstract

The Impact of Service Quality on Corporate Social Responsibility and Customer Citizenship Behavior in Telecommunication Companies

Cited by 2 publications

References 62 publications

Work-Family Conflict's Influence on Job Satisfaction. A Mediator Role of Emotional Exhaustion

Work-Family Conflict's Influence on Job Satisfaction. A Mediator Role of Emotional Exhaustion

Towards Sustainable Internet Service Provision: Analyzing Consumer Preferences through a Hybrid TOPSIS–SEM–Neural Network Framework

Contact Info

Product

Resources

About