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Factors lead to customer loyalty in prepaid mobile services

Shamsudin, Mohd Farid and Mohd Noor, Nor Azila and Abu Hassim, Affendy and Hussain, Hafezali Iqbal and Salem, Milad Abdelnabi and Hasim, Muhammad Asyraf (2015) Factors lead to customer loyalty in prepaid mobile services. Caspian Journal of Applied Sciences Research, 4 (10). ISSN 2251-9114

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Abstract

This research focuses on the factors of customer loyalty in the service industry particularly in telecommunication industry and aims to solve the issues related to the prepaid mobile services. The research was conducted to evaluate the relationship between service quality, customer perceived value and customer trust against customer loyalty.Surveys are conducted using survey responses from a sample of 398 respondents. The result of this research indicates that there is a positive relationship between customer support service, service reliability, emotional value and customer trust with customer loyalty. The results are also compared with previous earlier findings and implications for future research are discussed. Suggestion was made to conduct future research using longitudinal evidence by evaluating the relationship among and in-between variables towards customer loyalty in service industry.

Item Type: Article
Uncontrolled Keywords: Customer Loyalty; Service Quality; Customer Perceived Value; Trust; Telecommunication.
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Othman Yeop Abdullah Graduate School of Business
Depositing User: Prof. Dr. Nor Azila Mohd Nor
Date Deposited: 24 Jan 2017 07:30
Last Modified: 24 Jan 2017 07:30
URI: https://repo.uum.edu.my/id/eprint/20739

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