Investigating the Effects of Consumer Innovativeness, Service Quality and Service Switching Costs on Service Loyalty in the Mobile Phone Service Context

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ID: 99676
2016
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Abstract
The objective of this study is to examine the effects of consumer innovativeness, service quality, service switching costs and service satisfaction on service loyalty among mobile phone service users. A cross sectional survey was employed which yielded 535 responses. Structural equation modelling using the AMOS version 2.0 was utilized to test study the hypotheses. Test results reveal that service satisfaction, service switching costs and service quality are the three antecedents that directly influence service loyalty. However, consumer innovativeness does not have any direct effect on service loyalty. Moreover, service satisfaction is found to be a partial mediator between ‘service quality’ and ‘service loyalty’. Findings from this study will develop insights to enable policy-makers, managers and marketers to better strategize and effectively implement loyalty programs and prevent their customers from switching. This will enhance value creation for both their users and for the industry.
Reference Key
quoquab2016investigatinggadjah Use this key to autocite in the manuscript while using SciMatic Manuscript Manager or Thesis Manager
Authors Quoquab, Farzana;Abdullah, Nor Liza;Mohammad, Jihad;
Journal gadjah mada international journal of business
Year 2016
DOI
DOI not found
URL
https://jurnal.ugm.ac.id/gamaijb/article/view/9286
Keywords
İslam business social sciences commerce islam. bahai faith. theosophy, etc. religions. mythology. rationalism marketing. distribution of products

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