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Factors Influencing Customer Loyalty of Mobile Phone Service: Empirical Evidence from Koreans

Author

Listed:
  • Seok Lee, Hyung

    (Sahmyook University)

Abstract

The purpose of this paper is to verify the relationships among service quality, perceived value, customer satisfaction, and customer loyalty in mobile phone service. The study conducted an empirical research. A total of 384 mobile phone users’ responses were collected from Seoul in Korea. The findings show that service quality positively influences customer loyalty. In addition, perceived value and customer satisfaction positively affects customer loyalty respectively. For customers with high perceived service quality, perceived value, and satisfaction, they have a strong loyalty.

Suggested Citation

  • Seok Lee, Hyung, 2010. "Factors Influencing Customer Loyalty of Mobile Phone Service: Empirical Evidence from Koreans," Journal of Internet Banking and Commerce, , vol. 15(2), pages 01-14, August.
    • Handle: RePEc:ris:joibac:0438
    as

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    More about this item

    Keywords

    Customer loyalty; Service quality; Perceived value; Customer satisfaction;
    All these keywords.

    JEL classification:

    • L64 - Industrial Organization - - Industry Studies: Manufacturing - - - Other Machinery; Business Equipment; Armaments

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