Relationship between customers’ perceived values, satisfaction and loyalty of mobile phone users
The purpose of this research was to examine the relationship between customers’ perceived value s, satisfaction and loyalty amongst users of mobile phones . The measurement of customers’ perceived economic, emotional and social values and the eight items of custom er loyalty were based on the work o...
محفوظ في:
المؤلفون الرئيسيون: | , , |
---|---|
التنسيق: | مقال |
منشور في: |
Society of Interdi sciplinary Business Research
2012
|
الموضوعات: | |
الوصول للمادة أونلاين: | http://eprints.utm.my/id/eprint/31150/ http://sibresearch.org/uploads/2/7/9/9/2799227/riber2012-120_126-135.pdf |
الوسوم: |
إضافة وسم
لا توجد وسوم, كن أول من يضع وسما على هذه التسجيلة!
|
id |
my.utm.31150 |
---|---|
record_format |
eprints |
spelling |
my.utm.311502019-01-28T03:47:06Z http://eprints.utm.my/id/eprint/31150/ Relationship between customers’ perceived values, satisfaction and loyalty of mobile phone users Md. Ariff, Mohd. Shoki Hiew, Sok Fen Ismail, Khalid HD28 Management. Industrial Management The purpose of this research was to examine the relationship between customers’ perceived value s, satisfaction and loyalty amongst users of mobile phones . The measurement of customers’ perceived economic, emotional and social values and the eight items of custom er loyalty were based on the work of Lim, Widdows and Park. Customer satisfaction was measured using three modified items based on the Lee ’s study. A total of 270 sets of questionnaires were distributed randomly to users of a mobile phone service provider in Johor Bahru , Malaysia. The findings revealed that customers’ perceived high emotional value towards the mobile phone. Economic and social values were in the moderate level . The high and moderate positive correlations were found between customers’ perceived emotional value and economic value with customer satisfaction. Customers’ perceived emotional value of the mobile phone had the strongest impact on customer satisfaction. A high correlation existed between customer satisfaction of the mobile phone and their loyalty towards the mobile phone service provider. This research had validated the construct of economic, emotional and social values to measure customers’ perceived values of mobile phone services. The findings provide usable model for mobile phone service providers to enhance customers’ perceived values of their services that contribute to high customer satisfaction and loyalty. Society of Interdi sciplinary Business Research 2012 Article PeerReviewed Md. Ariff, Mohd. Shoki and Hiew, Sok Fen and Ismail, Khalid (2012) Relationship between customers’ perceived values, satisfaction and loyalty of mobile phone users. Review of Integrative Business and Economics Research, 1 (1). pp. 126-135. ISSN 2304-1013 http://sibresearch.org/uploads/2/7/9/9/2799227/riber2012-120_126-135.pdf |
institution |
Universiti Teknologi Malaysia |
building |
UTM Library |
collection |
Institutional Repository |
continent |
Asia |
country |
Malaysia |
content_provider |
Universiti Teknologi Malaysia |
content_source |
UTM Institutional Repository |
url_provider |
http://eprints.utm.my/ |
topic |
HD28 Management. Industrial Management |
spellingShingle |
HD28 Management. Industrial Management Md. Ariff, Mohd. Shoki Hiew, Sok Fen Ismail, Khalid Relationship between customers’ perceived values, satisfaction and loyalty of mobile phone users |
description |
The purpose of this research was to examine the relationship between customers’ perceived value s, satisfaction and loyalty amongst users of mobile phones . The measurement of customers’ perceived economic, emotional and social values and the eight items of custom er loyalty were based on the work of Lim, Widdows and Park. Customer satisfaction was measured using three modified items based on the Lee ’s study. A total of 270 sets of questionnaires were distributed randomly to users of a mobile phone service provider in Johor Bahru , Malaysia. The findings revealed that customers’ perceived high emotional value towards the mobile phone. Economic and social values were in the moderate level . The high and moderate positive correlations were found between customers’ perceived emotional value and economic value with customer satisfaction. Customers’ perceived emotional value of the mobile phone had the strongest impact on customer satisfaction. A high correlation existed between customer satisfaction of the mobile phone and their loyalty towards the mobile phone service provider. This research had validated the construct of economic, emotional and social values to measure customers’ perceived values of mobile phone services. The findings provide usable model for mobile phone service providers to enhance customers’ perceived values of their services that contribute to high customer satisfaction and loyalty. |
format |
Article |
author |
Md. Ariff, Mohd. Shoki Hiew, Sok Fen Ismail, Khalid |
author_facet |
Md. Ariff, Mohd. Shoki Hiew, Sok Fen Ismail, Khalid |
author_sort |
Md. Ariff, Mohd. Shoki |
title |
Relationship between customers’ perceived values, satisfaction and loyalty of mobile phone users |
title_short |
Relationship between customers’ perceived values, satisfaction and loyalty of mobile phone users |
title_full |
Relationship between customers’ perceived values, satisfaction and loyalty of mobile phone users |
title_fullStr |
Relationship between customers’ perceived values, satisfaction and loyalty of mobile phone users |
title_full_unstemmed |
Relationship between customers’ perceived values, satisfaction and loyalty of mobile phone users |
title_sort |
relationship between customers’ perceived values, satisfaction and loyalty of mobile phone users |
publisher |
Society of Interdi sciplinary Business Research |
publishDate |
2012 |
url |
http://eprints.utm.my/id/eprint/31150/ http://sibresearch.org/uploads/2/7/9/9/2799227/riber2012-120_126-135.pdf |
_version_ |
1643648677856673792 |
score |
13.149126 |