IDEAS home Printed from https://ideas.repec.org/a/ids/injsem/v11y2020i3p234-255.html
   My bibliography  Save this article

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

Author

Listed:
  • Hiram Ting
  • Kim-Lim Tan
  • Xin-Jean Lim
  • Jun-Hwa Cheah
  • Qian-Hui Ting
  • Hui-Bun Ting

Abstract

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 using partial least squares structural equation modelling (PLS-SEM). In total, 388 respondents participated in this study. Our findings revealed that network quality and corporate image exert a positive effect on customers' satisfaction and trust which in turn influence customers' loyalty. In addition, the mediation results showed that both trust and satisfaction mediate the relationship between network quality and loyalty as well as between corporate image and loyalty. Thus, it is recommended that telecommunications service providers in Malaysia should further improve on their network coverage and corporate image to effectively address the needs of their customer base and ultimately retain its loyalty.

Suggested Citation

  • Hiram Ting & Kim-Lim Tan & Xin-Jean Lim & Jun-Hwa Cheah & Qian-Hui Ting & Hui-Bun Ting, 2020. "What determines customers' loyalty towards telecommunication service? Mediating roles of satisfaction and trust," International Journal of Services, Economics and Management, Inderscience Enterprises Ltd, vol. 11(3), pages 234-255.
    • Handle: RePEc:ids:injsem:v:11:y:2020:i:3:p:234-255
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=111179
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Mohammed A. Hajar & Ammar Ahmed Alkahtani & Daing Nasir Ibrahim & Mohammed A. Al-Sharafi & Gamal Alkawsi & Noorminshah A. Iahad & Mohd Ridzuan Darun & Sieh Kiong Tiong, 2022. "The Effect of Value Innovation in the Superior Performance and Sustainable Growth of Telecommunications Sector: Mediation Effect of Customer Satisfaction and Loyalty," Sustainability, MDPI, vol. 14(10), pages 1-20, May.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:injsem:v:11:y:2020:i:3:p:234-255. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=236 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.