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Customer satisfaction and customer loyalty in Vietnamese mobile telecommunication industry

Author

Listed:
  • Trinh Kim Hoa

    (Bayer Vietnam Ltd, Vietnam)

  • Luu Thi Bich Ngoc

    (Open University Malaysia, Vietnam)

Abstract

This study was aimed at investigating three factors (service quality, brand image and price perception) and assessed the degree of the impact of each factor on customer satisfaction, especially the relationship between customer satisfaction and customer loyalty in Vietnamese mobile telecom sector where there have been the existence of the fierce competition, mature market and internationally integrated economy, ultimately struggling for market share and survival. The results indicated that each factor (service quality, brand image, price perception) has a positive impact on customer satisfaction at the different level as well as a significantly positive relationship between customer satisfaction and customer loyalty in mobile telecommunication industry in Vietnam. The results of this study are consistent with the findings and evidence in the extant literature. The study provides the important feedback from customers to mobile telecom suppliers. Research findings are expected to be marketing insights for Vietnamese mobile telecom managers so that they can develop the sound marketing strategies in today’s competitive and costly market.

Suggested Citation

  • Trinh Kim Hoa & Luu Thi Bich Ngoc, 2015. "Customer satisfaction and customer loyalty in Vietnamese mobile telecommunication industry," HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE - ECONOMICS AND BUSINESS ADMINISTRATION, HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE, HO CHI MINH CITY OPEN UNIVERSITY, vol. 5(1), pages 41-59.
    • Handle: RePEc:bjw:econen:v:5:y:2015:i:1:p:41-59
    DOI: 10.46223/HCMCOUJS.econ.en.5.1.95.2015
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    References listed on IDEAS

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    1. Changsu Kim & Weihong Zhao & Kyung H. Yang, 2008. "An Empirical Study on the Integrated Framework of e-CRM in Online Shopping: Evaluating the Relationships Among Perceived Value, Satisfaction, and Trust Based on Customers' Perspectives," Journal of Electronic Commerce in Organizations (JECO), IGI Global, vol. 6(3), pages 1-19, July.
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