The Role of Speed on Customer Satisfaction and Switching Intention: A Study of the UK Mobile Telecom Market

Dey, Bidit Lal; Al‐Karaghouli, Wafi; Minov, Stanimir; Babu, Mujahid Mohiuddin; Ayios, Angela; Mahammad, Syed Sardar; Binsardi, Ben

doi:10.1080/10580530.2020.1696526

Cited by 23 publications

(21 citation statements)

References 51 publications

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“…A speedy internet at affordable rates is expected by customers. Our this finding is in congruence with the findings of Dey et al ( 2020 ), who conducted a study in the UK telecom market and concluded that speed is an important factor that influences customer satisfaction and churning intention. The scale of international calls is increasing day by day due to globalization so the charges also need to be reasonable and competitive so that customers can make international calls at affordable prices.…”

Section: Findings and Conclusionsupporting

confidence: 92%

Is price a significant predictor of the churn behavior during the global pandemic? A predictive modeling on the telecom industry

Shukla

Prashar

Pandiya

2021

J Revenue Pricing Manag

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Section: Findings and Conclusionsupporting

confidence: 92%

Is price a significant predictor of the churn behavior during the global pandemic? A predictive modeling on the telecom industry

Shukla

Prashar

Pandiya

2021

J Revenue Pricing Manag

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“…Lastly, this study also contributes methodologically, unlike previous studies which have applied SEM (Albashrawi & Motiwalla, 2020; Chang et al, 2020; Dey et al, 2020), which could only detect linear associations among the constructs. This study has gone a step ahead by applying the Artificial Intelligence tool ANN with deep architecture to cover the existing lacunas, that is, detecting both linear and non-linear associations among the studied variables.…”

Section: Implicationmentioning

confidence: 97%

Determinants of SME’s Social Media Marketing Adoption: Competitive Industry as a Moderator

Abbasi

Rahim

et al. 2022

SAGE Open

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In light of the growing role of social media marketing in the success of businesses and its low adoption rate among small and medium enterprises (SMEs), this study aims to identify determinants of SMEs’ social media marketing adoption by considering the competitive industry as a moderator. Data were collected from 214 SMEs in Malaysia. Unlike extant literature, this study proposed a dual-stage analysis involving partial least squares (PLS) technique and artificial intelligence named deep artificial neural network (ANN). The application of deep ANN architecture is used to predict 91% of accuracy for the proposed model. The results showed that perceived relative advantage, perceived cost, top management support, perceived competitor pressure, and perceived vendor pressure have a significant impact on social media marketing adoption. Furthermore, the competitive industry moderates the effects of competitive pressure and customer pressure on social media marketing adoption. The results of the study extend the literature on social media marketing by illustrating the influence of technological, organizational, and environmental (TOE) factors on social media marketing adoption among SMEs concerning the extent of industry competition. The results of the study enable policymakers and managers of SMEs to understand the factors that influence social media marketing adoption in both competitive and non-competitive industries and invest effectively in digital marketing.

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“…Saleem et al (2018) argued whether consumers are satisfied with the products or services quality provided by the company and establishing a good BI will be the focus of business operations. Dey et al (2020) contended service quality positively affect corporate image; the better the service quality, the better the brand image. de Ruyter and Wetzels (2000) pointed out that in terms of corporate credibility and expected service quality, consumer service expansion is more favorable for providers with the image of innovative latecomers than for companies with brand image.…”

Section: Perceived Service Quality and Brand Imagementioning

confidence: 99%

Consumer Perceived Service Quality and Purchase Intention: Two Moderated Mediation Models Investigation

Liao

Chou

2022

SAGE Open

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This study aims to investigate the relationships of perceived service quality, brand image, customer satisfaction, and purchase intention. The moderated mediating role of brand love is examined on 522 mobile phone consumers in Taiwan. This study found a positive relationship between perceived service quality and purchase intention. Brand image and customer satisfaction play a fully mediated role between perceived service quality and purchase intention. Moderated mediation model one and two found that brand love plays a moderated mediating role on perceived service quality through brand image and customer satisfaction to purchase intention respectively. The results indicate that when the degree of brand love is high, the indirect effect of brand image on the perceived service quality of the purchase intention is strong; on the contrary, when the degree of brand love is low, the indirect effect of brand love on the perceived service quality and purchase intention is weak.

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The Role of Speed on Customer Satisfaction and Switching Intention: A Study of the UK Mobile Telecom Market

Abstract: This document is the author's post-print version, incorporating any revisions agreed during the peer-review process. Some differences between the published version and this version may remain and you are advised to consult the published version if you wish to cite from it.

Cited by 23 publications

References 51 publications

Is price a significant predictor of the churn behavior during the global pandemic? A predictive modeling on the telecom industry

Is price a significant predictor of the churn behavior during the global pandemic? A predictive modeling on the telecom industry

Determinants of SME’s Social Media Marketing Adoption: Competitive Industry as a Moderator

Consumer Perceived Service Quality and Purchase Intention: Two Moderated Mediation Models Investigation

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