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The determinants of customer loyalty in Malaysian mobile telecommunication services: a structural analysis

Author

Listed:
  • Lai-Ying Leong
  • Teck-Soon Hew
  • Keng-Boon Ooi
  • Binshan Lin

Abstract

The aim of this study is to empirically examine the determinants of customer loyalty (CL) in mobile telecommunication services (MTS) from the Malaysian perspective. Service quality (SQ), perceived value (PV), trust and habit were examined as the determinants of customer loyalty. The currently unexplored causal relationships between these determinants were also examined. Unlike most of the past studies which focused on the determinants of CL, this study is one of the first to examine not only the determinants but the causal relationships between them. A total of 230 samples were gathered in a cross-sectional survey and analysed using structural equation modelling. The findings revealed positive significant influences of trust and habit on CL but not for SQ and PV. These findings contribute significantly in filling up the knowledge gap regarding the determinants of CL in MTS. The implications from this study may assist MTS providers, operators, managers and manufacturers in their decision making processes as well as expanding and enhancing their profitability, products and services.

Suggested Citation

  • Lai-Ying Leong & Teck-Soon Hew & Keng-Boon Ooi & Binshan Lin, 2012. "The determinants of customer loyalty in Malaysian mobile telecommunication services: a structural analysis," International Journal of Services, Economics and Management, Inderscience Enterprises Ltd, vol. 4(3), pages 209-235.
    • Handle: RePEc:ids:injsem:v:4:y:2012:i:3:p:209-235
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    Cited by:

    1. Hew, Jun-Jie & Leong, Lai-Ying & Tan, Garry Wei-Han & Ooi, Keng-Boon & Lee, Voon-Hsien, 2019. "The age of mobile social commerce: An Artificial Neural Network analysis on its resistances," Technological Forecasting and Social Change, Elsevier, vol. 144(C), pages 311-324.
    2. Luis Miranda-Gumucio & Ignacio Gil-Pechuán & Daniel Palacios-Marqués, 2013. "An exploratory study of the determinants of switching and loyalty in prepaid cell phone users. An application of concept mapping," Service Business, Springer;Pan-Pacific Business Association, vol. 7(4), pages 603-622, December.
    3. Shanmugavel, Nagarajan & Balakrishnan, Janarthanan, 2023. "Influence of pro-environmental behaviour towards behavioural intention of electric vehicles," Technological Forecasting and Social Change, Elsevier, vol. 187(C).
    4. Nagarajan Shanmugavel & Rema Rajendran, 2022. "Adoption of Rainwater Harvesting: a Dual-factor Approach by Integrating Theory of Planned Behaviour and Norm Activation Model," Water Resources Management: An International Journal, Published for the European Water Resources Association (EWRA), Springer;European Water Resources Association (EWRA), vol. 36(8), pages 2827-2845, June.

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