An empirical model of customer loyalty in the Jordanian Mobile Telecommunications Market

被引：15

作者：

Akroush, Mamoun N. ^{[1
]}

Al-Mohammad, Samer M. ^{[2
]}

Zuriekat, Majdy I. ^{[1
]}

Abu-Lail, Bayan N. ^{[3
]}

机构：

[1] German Jordanian Univ Jordan, Talal Abu Ghazaleh Grad Sch Business Adm, Amman 11192, Jordan

[2] Mutah Univ, Fac Business Adm, Dept Mkt, Al Karak 61710, Jordan

[3] AL Hilal Drug Store, Amman 111947, Jordan

来源：

INTERNATIONAL JOURNAL OF MOBILE COMMUNICATIONS | 2011年 / 9卷 / 01期

关键词：

service quality; customer satisfaction; customer trust; perceived switching costs; mobile telecommunications; SERVICE QUALITY; CONSUMER SATISFACTION; SWITCHING COSTS; TRUST; COMMERCE; ANTECEDENTS; COMMITMENT; RETENTION; INTENTION; BARRIERS;

D O I：

10.1504/IJMC.2011.037956

中图分类号：

G2 [信息与知识传播];

学科分类号：

05 ; 0503 ;

摘要：

The purpose of this research was to empirically examine a model of customer loyalty antecedents in the context of Jordanian Mobile Telecommunications Market (JMTM). A structured questionnaire was distributed to a sample of 1000 mobile subscribers in JMTM from which 756 were valid for the analysis. Structural path analysis empirical findings underlined that customer loyalty in JMTM is a multi-dependent concept affected, respectively, by customer satisfaction, trust, perceived switching costs and perceived service quality. In addition to being the first study of its kind in Jordan, the paper's contribution stems from fulfilling the research gap in examining the simultaneous effect of perceived service quality, customer satisfaction, trust and perceived switching costs on customer loyalty.

引用

页码：76 / 101

页数：26

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