What determines customers’ loyalty towards telecommunication service? Mediating roles of satisfaction and trust

QR Code

What determines customers’ loyalty towards telecommunication service? Mediating roles of satisfaction and trust

The purpose of this study is to: 1) examine the effects of corporate image, pricing, service quality and network quality on customer loyalty in the Malaysian mobile telecommunications sector; 2) to determine the mediating effects of customer satisfaction and trust. The study’s hypotheses were tested...

Full description

Bibliographic Details
Main Authors:	Ting, H., Tan, K.L., Lim, X.J., Cheah, J.H., Ting, Qian Hui, Ting, H.B.
Format:	Journal Article
Published:	2020
Online Access:	http://hdl.handle.net/20.500.11937/93884

Similar Items

What determines customers’ loyalty towards telecommunication service? mediating roles of satisfaction and trust
by: Hiram, Ting, et al.
Published: (2020)

The effect of value innovation in the superior performance and sustainable growth of telecommunications sector : Mediation effect of customer satisfaction and loyalty
by: Hajar, Mohammed A., et al.
Published: (2022)

Service quality on customers’ satisfaction and loyalty. Survey evidence on mediation role of trust in Islamic banks
by: Haron, Razali, et al.
Published: (2019)

Factors Influencing Customer Loyalty in Telecommunication Industry – A Student outlook of Customer Loyalty
by: A., Viswanathan
Published: (2009)

Does Satisfaction Mediate the Relationship Between Relationship Equity and Customer Loyalty?
by: Rabbanee, Fazlul, et al.
Published: (2012)

Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust
by: Haron, Razali, et al.
Published: (2020)

Service Quality, Trust and Customer Satisfaction on Customer Loyalty: A Study of Banks in Malaysia
by: Chen, Kai
Published: (2012)

Customer brand identification, affective commitment, customer satisfaction, and brand trust as antecedents of customer behavioral intention of loyalty: An empirical study in the hospitality sector
by: Rather, R. A., et al.
Published: (2019)

The effect of employee ethics, trust, and service quality to customer satisfaction: a study on Malaysian telecommunications
by: Othman, Manisah, et al.
Published: (2022)

Understanding the mediating effect of cognitive and emotional satisfaction on customer loyalty
by: Wan Omar, Maznah, et al.
Published: (2011)

The impact of customer trust, customer identification and customer satisfaction towards customer loyalty in banking sector / Shahrul Ridzuan Jamari
by: Jamari, Shahrul Ridzuan
Published: (2018)

Empirical Analysis On Factors Influencing Customer Loyalty In Malaysian Telecommunication Industry
by: Ismail, Hishamuddin
Published: (2007)

Factors affecting customer loyalty in the telecommunications industry in the Klang Valley, Malaysia
by: Wong, Foong Yee, et al.
Published: (2015)

Social customer relationship marketing: A comparative content analysis of Facebook posts between two mobile telecommunication companies
by: Ting, Zhao Ying
Published: (2019)

Social Customer Relationship Marketing: A Comparative Content Analysis Of Facebook Posts Between Two Mobile Telecommunication Companies
by: Ting, Zhao Ying
Published: (2018)

The mediating role of customer satisfaction towards customer loyalty in the Motor Takaful industry in Malaysia
by: Bian, Lim Ka, et al.
Published: (2017)

Mediating mechanism of customer satisfaction on customer relationship management implementation and customer loyalty among consolidated banks
by: Adeiza, A., et al.
Published: (2022)

The effect of trust, customer satisfaction and image on customers’ loyalty in Bank Islam Jasin Melaka / Muhamad Sukur Mihat
by: Mihat, Muhamad Sukur
Published: (2011)

Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia
by: Amin, Muslim, et al.
Published: (2013)

The Role of Psychological Capital and Employee Engagement in Determining Organisational Citizenship Behaviour in the Industrial Revolution 4.0 Era: Transfer of Training as a Mediator
by: Ting, Qian Hui
Published: (2020)

Mediating effect of program loyalty on the relationships between value perception and relationship investment on customer loyalty
by: Ramaseshan, Balasubramanian, et al.
Published: (2008)

Factors Affecting Customer Loyalty on Domestic Cafe in Ipoh: A Mediation Effect of Customer Satisfaction
by: Ng, Shu Lin, et al.
Published: (2016)

CRM Practices In Malaysian Mobile Telecommunication Service Industry
by: Ting, Lo Wan
Published: (2001)

Service Quality and Customer Loyalty in Malaysian Islamic Insurance Sector Exploring the mediating effects of Customer Satisfaction
by: Ariff Syah Juhari,, et al.
Published: (2016)

The effect of customer satisfaction on customer loyalty in the motor industry
by: Lim, Ka Bian, et al.
Published: (2019)

The Effect of Satisfaction, Customer Loyalty and its Dimension (Cognitive Loyalty, Affective Loyalty and Behavioural Loyalty), Waiting Time, Self-Service Technology Experience, Customer Involvement Level and Trust on Repurchase Intention in Online Food Delivery Service
by: Gunadi, Renji
Published: (2020)

The effect of relationship marketing tactics on customer loyalty within the Malaysian mobile telecommunication industry: the mediating role of relationship quality / Mohamad Fariz Abdullah
by: Abdullah, Mohamad Fariz
Published: (2017)

The impact of relationship marketing tactics on customer loyalty in Malaysian telecommunication industry / Afif Haikal Hanifa
by: Hanifa, Afif Haikal
Published: (2017)

Customer loyalty attributes, satisfaction and behavioural loyalty / Nurul Nadiah Azizan
by: Azizan, Nurul Nadiah
Published: (2013)

The effect of trust, customer satisfaction and image on customers’ loyalty in Bank Islam Ipoh, Perak Darul Ridzuan / Nurul Huda Mohamad Jaffar
by: Mohamad Jaffar, Nurul Huda
Published: (2010)

Mediating Effect of Customer Satisfaction on Service Quality and Trust Relationship in Malaysian Banking Industry
by: Zahir Osman,, et al.
Published: (2016)

The Impact of Perception of CSR on Purchase Intention with Mediating Role of Loyalty and Trust
by: Li, Haobo
Published: (2022)

Consequence of customer loyalty to the loyalty program and to the company
by: Evanschitzky, H., et al.
Published: (2012)

What matters to infrequent customers: a pragmatic approach to understanding perceived value and intention to revisit trendy coffe café
by: Ting, Hiram, et al.
Published: (2016)

Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector
by: Mumtaz Ali, Memon, et al.
Published: (2016)

The mediating effect of brand trust on the relationship between corporate social responsibility and hotel customer satisfaction
by: Niu, Li, et al.
Published: (2024)

The Factors That Affect Customer Satisfaction And Customer Loyalty In Online Service Environment
by: Ging, Yong Chung
Published: (2004)

The role of customer satisfaction in enhancing customer loyalty in Malaysian Islamic banks
by: Amin, Muslim, et al.
Published: (2010)

Internet technology, CRM and customer loyalty: customer retention and satisfaction perspective
by: Nikhashemi, Seyed Rajab, et al.
Published: (2013)

A methodology to map customer complaints and measure customer satisfaction and loyalty
by: Faed, Alireza, et al.
Published: (2014)