Service Quality Perspectives in Telecommunication Sector: Trust and Loyalty Investigation
Keywords:
Functional Quality, Technical Quality, Trust, Loyalty, Internet services.
Abstract
The goal of this paper is to investigate the effect on trust and loyalty in internet services of functional and technological service quality. We have received 300 internet service users from different cities in Iraqi Kurdistan Region. The date has been evaluated through structural equations modeling. The results reveal that technical quality has more impact on trust and loyalty than functional quality does. Secondly, it was observed that technical quality impacts both trust and loyalty directly while function al quality has only indirect relationship with loyalty over trust. We have given managerial implications to the managers in the sector.
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References
Akbar, M. M., & Parvez, N. (2009). Impact of service quality, trust, and customer satisfaction on customers loyalty. ABAC journal, 29(1).
Amin, S. M., Ahmad, U. N. U., & Hui, L. S. (2012). Factors contributing to customer loyalty towards telecommunication service provider. Procedia-Social and Behavioral Sciences, 40, pp. 282-286.
Anderson, R.E. & Srinivasan, S.S. (2003). E-satisfaction and e-loyalty: a contingency framework. Psychology and Marketing, Vol. 20 No. 2, pp. 123-38.
Aydin, S., & Özer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of marketing.
Baldinger, A. L. & Rubinson, J. (1996). Brand loyalty: the link between attitude and behavior. Journal of Advertising Research, Vol. 36, No. 6, pp. 22-34.
Beerli, A., Martin, D.J. & Quintana, A. (2002). A model of customer loyalty in the retail banking market. European Journal of Marketing, 38(1), pp. 253-275.
Berry, L. L., & Parasuraman, A. (2004). Marketing services: Competing through quality. Simon and Schuster.
Boohene, R., & Agyapong, G. K. (2011). Analysis of the antecedents of customer loyalty of telecommunication industry in Ghana: The case of Vodafone (Ghana). International Business Research, 4(1), pp. 229-240.
Brady, M. K., & Cronin Jr., J. J. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. Journal of marketing, 65(3), pp. 34-49.
Budur, T. (2018a). The impact of Al-Ghazali’s virtues on organizational commitment and performance: A case Study at private education institutions in Kurdistan Region of Iraq. Icabep, Erbil-Iraq, 2, p 21.
Budur, T. B. (2018b). Analytic Hierarchy Process to Evaluate Corporate Image, Trust, and Switching Cost of GSM Operators: A Case of Kurdistan Region of Iraq. International Journal of Social Sciences & Educational Studies, 5(2), pp. 241-250.
Budur, T., & Demir, A. (2019a). Leadership Effects on Employee Perception about CSR in Kurdistan Region of Iraq. International Journal of Social Sciences & Educational Studies, 5(4), pp. 184-192.
Budur, T., & Demir, A. (2019b). Leadership Perceptions Based on Gender, Experience, and Education. International Journal of Social Sciences & Educational Studies, 6(1), pp. 142-154.
Budur, T., Faraj, K. M., & Karim, L. A. (2019). The Benchmarking Operations Strategies via Hybrid Model: A Case study of Café-Restaurant Sector. Amazonia Investiga, 8(23), pp. 842-854.
Budur, T., Rashid, C. A., & Poturak, M. (2018). Students perceptions on university selection, decision making process: A case study in Kurdistan Region of Iraq. International Journal of Social Sciences & Educational Studies, 5(1), pp. 133-144.
Caceres, R. C., & Paparoidamis, N. G. (2007). Service quality, relationship satisfaction, trust, commitment and business‐to‐business loyalty. European journal of marketing.
Chen, C. F. (2008). Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan. Transportation Research Part A: Policy and Practice, 42(4), pp. 709-717.
Chen, C. F., & Cheng, L. T. (2012). A study on mobile phone service loyalty in Taiwan. Total Quality Management & Business Excellence, 23(7-8), pp. 807-819.
Corbitt, B. J., Thanasankit, T. & Yi, H. (2003). Trust and e-commerce: a study of consumer perceptions. Electronic Commerce Research & Applications, 2 (3), pp. 203-215.
Cronin Jr., J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of marketing, 58(1), pp. 125-131.
Demir, A. (2017). Importance of data analysis on achieving the organizational goals during the short term strategic plan: Case of service quality and students’ satisfaction level at Ishik University. International Journal of Social Sciences and Educational Studies, 3(3), pp. 110-121.
Demir, A. (2019a). THE IMPACT OF STRATEGIC OPERATIONS MANAGEMENT DECISIONS ON SHOPPERS'WELLBEING. Asian Academy of Management Journal, 24(1).
Demir, A. D. (2019b). A Benchmarking of service quality in telecommunication services: Case study in Kurdistan Region of Iraq. International Journal of Social Sciences & Educational Studies, 5(3), pp. 216-231.
Demir, A., & Budur, T. (2019). Roles of Leadership Styles in Corporate Social Responsibility to Non-Governmental Organizations (NGOs). International Journal of Social Sciences & Educational Studies, 5(4), pp. 174-183.
Demir, A., & Eray, O. (2015). Effect of non-technical dimensions of service quality on “satisfaction”,“loyalty”, and “willingness to pay more” of the customers: the case of Georgian internet service providing companies. Journal of Research in Business, Economics and Management, 5(1), pp. 500-508.
Demir, A., & Mukhlis, M. (2017). An evaluation of gated communities as a product: An empirical study in Sulaimaniyah, Iraq. Theoretical and Empirical Researches in Urban Management, 12(3), pp. 63-84.
Demir, A., Eray, O., & Erguvan, M. M. (2015). How non-technical dimensions of service quality effects satisfaction and loyalty of costomers at gsm service sector in Georgia. International Journal of Engineering Technology and Scientific Innovation, 1(02), pp. 150-162.
Demir, A., Özmen, Ö., & Rashid, A. (2014). An Estimation of Turkey's Export Loss to Iraq. Procedia-Social and Behavioral Sciences, 150, pp. 1240-1247.
Eisingerich, A. B., & Bell, S. J. (2008). Perceived service quality and customer trust: does enhancing customers' service knowledge matter?. Journal of service research, 10(3), pp. 256-268.
Firend, A. R., & Abadi, M. F. (2014). Impact of service quality, trust and perceived value on customer loyalty in Malaysia services industries. Procedia-Social and Behavioral Sciences, 164, pp. 298-304.
Garbarino, E. & Johnson, M.S. (1999). The different roles of satisfaction, trust, and commitment in consumer relationships. Journal of Marketing, Vol. 63 No. 2, pp. 70-87.
Gould, G. (1995). Why it is customer loyalty that counts (and how to measure it). Managing service quality: An international journal.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing. 18(4), pp. pp. 36-44.
Hazra, S. G., & Srivastava, K. B. (2009). Impact of Service Quality on Customer Loyalty, Commitment and Trust in the Indian Banking Sector. IUP Journal of Marketing Management, 8.
Hocky, A., Lidyana, L., & Purwati, A. A. (2020). THE ROLE OF SERVICE QUALITY AND TRUST ON CONSUMER LOYALTY AT PT. HENSON ALFA GROS PEKANBARU. Journal Applied Business and Technology, 1(1), pp. 51-59.
Ibáñez, V. A., Hartmann, P., & Calvo, P. Z. (2006). Antecedents of customer loyalty in residential energy markets: Service quality, satisfaction, trust and switching costs. The Service Industries Journal, 26(6), pp. 633-650.
Jahanzeb, S., Fatima, T., & Khan, M. B. (2011). An empirical analysis of customer loyalty in Pakistan's telecommunication industry. Journal of Database Marketing & Customer Strategy Management, 18(1), pp. 5-15.
Johnson, W. C., & Sirikit, A. (2002). Service quality in the Thai telecommunication industry: a tool for achieving a sustainable competitive advantage. Management Decision.
Kang, G. D., & James, J. (2004). Service quality dimensions: an examination of Grönroos’s service quality model. Managing Service Quality: An International Journal.
Kasiri, L. A., Cheng, K. T. G., Sambasivan, M., & Sidin, S. M. (2017). Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35, pp. 91-97.
Khizindar, T. M., Al-Azzam, A. F., & Khanfar, I. A. (2015). An empirical study of factors affecting customer loyalty of telecommunication industry in the kingdom of Saudi Arabia. British Journal of Marketing Studies, 3(5), pp. 98-115.
Kihara, A. S., & Ngugi, G. K. (2014). Factors influencing customer loyalty in telecommunication industry in Kenya. International Journal of Social Sciences and Entrepreneurship, 2(4), pp. 14-30.
Kotler, P. (1999). Marketing management: the millennium edition (Vol. 199). Upper Saddle River, NJ: Prentice Hall.
Kotler, P., Bowen, J.T., & Makens, J.C. (2003). Marketing for Hospitality and Tourism. Prentice-Hall, Inc., Upper Saddle River, NJ.
Kuusik, A., & Varblane, U. (2009). How to avoid customers leaving: the case of the Estonian telecommunication industry. Baltic Journal of Management.
Lai, F., Griffin, M., & Babin, B. J. (2009). How quality, value, image, and satisfaction create loyalty at a Chinese telecom. Journal of business research, 62(10), pp. 980-986.
Lam, R., & Burton, S. (2006). SME banking loyalty (and disloyalty): a qualitative study in Hong Kong. International Journal of Bank Marketing, 24(1), pp. 37-52.
Leisen, B., & Vance, C. (2001). Cross‐national assessment of service quality in the telecommunication industry: evidence from the USA and Germany. Managing Service Quality: An International Journal.
Mayer, R.C., Davis, J.H., & Schoorman, F.D. (1995). An integrative model of organizational trust, Academy of Management Review, 20(3), pp.709–34.
McCain, S. L. C., Jang, S. S., & Hu, C. (2005). Service quality gap analysis toward customer loyalty: practical guidelines for casino hotels. International Journal of Hospitality Management, 24(3), 465-472.
Moorman, C., Deshpande, R., & Zaltman, G. (1993). Factors Affecting Trust In Market Research Relationships. Journal of Marketing, 57(S), pp. 81-101.
Moorman, C., Zaltman, G. & Deshpande, R. (1992). The relationship between providers and users of market research: the dynamics of trust within and between organizations. Journal of Marketing Research, 29(3), pp. 314-28.
Nimako, S. G. (2012). Linking quality, satisfaction and behaviour intentions in Ghana’s mobile telecommunication industry. European Journal of Business and Management, 4(7), pp. 1-17.
Ojo, O. (2010). The relationship between service quality and customer satisfaction in the telecommunication industry: Evidence from Nigeria. BRAND. Broad Research in Accounting, Negotiation, and Distribution, 1(1), pp. 88-100.
Oliver, R.L. (1999). Whence customer loyalty?. Journal of Marketing, Vol. 63 No. 4, pp. 33-44.
Özmen, Ö., Demir, A., & Celepli, M. (2013). An Analysis of Iraq's Pre-import Inspection, Testing & Certification Program: A’WOT Analysis. Procedia-Social and Behavioral Sciences, 99, pp. 85-93.
Parasuraman, A., Zeithaml, V.A., & Berry L.L. (1988). Servqual; A Multiple-Item Scale For Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), pp.12-40.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1991). Understanding customer expectations of service. Sloan Management Review 32(3), pp. 39–48.
Reichheld, F.F. (1996). The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value. Harvard Business School Press, Boston, MA.
Ribbink, D., Van Riel, A. C., Liljander, V., & Streukens, S. (2004). Comfort your online customer: quality, trust and loyalty on the internet. Managing Service Quality: An International Journal.
Rizomyliotis, I., Poulis, A., Apostolos, G., Konstantoulaki, K., & Kostopoulos, I. (2020). Applying fcm to predict the behaviour of loyal customers in the mobile telecommunications industry. Journal of Strategic Marketing, 28(1), pp. 1-15.
Sharma, N., & Patterson, P. G. (1999). The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services. Journal of services marketing, 13(2), pp. 151-170.
Srikanjanarak, S., Omar, A., & Ramayah, T. (2013). Value Added Service and Service Quality from the Customer’s Perspective: An Empirical Investigation in Thai Telecommunication Industry. ASEAN Marketing Journal.
Sureshchanndra, G. S., Rajendran, C. & Anantharaman, R. N. (2003). The relationship between service quality and customer satisfaction - a factor specific approach. Journal of Service Marketing, 16 (4), pp. 363-379.
Torlak, N. G., Demir, A., & Budur, T. (2019). Impact of operations management strategies on customer satisfaction and behavioral intentions at café-restaurants. International Journal of Productivity and Performance Management.
World Bank, World Development Indicators. (2017). Manufacturing, value added (% of GDP). Retrieved from: https://data.worldbank.org/indicator/NV.IND.MANF.ZS.
World Bank, World Development Indicators. (2017). Service, value added (% of GDP). Retrieved from: https://data.worldbank.org/indicator/NV.SRV.TOTL.ZS.
Zehir, C., Şahin, A., Kitapçı, H., & Özşahin, M. (2011). The effects of brand communication and service quality in building brand loyalty through brand trust; the empirical research on global brands. Procedia-Social and Behavioral Sciences, 24, pp. 1218-1231.
Amin, S. M., Ahmad, U. N. U., & Hui, L. S. (2012). Factors contributing to customer loyalty towards telecommunication service provider. Procedia-Social and Behavioral Sciences, 40, pp. 282-286.
Anderson, R.E. & Srinivasan, S.S. (2003). E-satisfaction and e-loyalty: a contingency framework. Psychology and Marketing, Vol. 20 No. 2, pp. 123-38.
Aydin, S., & Özer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of marketing.
Baldinger, A. L. & Rubinson, J. (1996). Brand loyalty: the link between attitude and behavior. Journal of Advertising Research, Vol. 36, No. 6, pp. 22-34.
Beerli, A., Martin, D.J. & Quintana, A. (2002). A model of customer loyalty in the retail banking market. European Journal of Marketing, 38(1), pp. 253-275.
Berry, L. L., & Parasuraman, A. (2004). Marketing services: Competing through quality. Simon and Schuster.
Boohene, R., & Agyapong, G. K. (2011). Analysis of the antecedents of customer loyalty of telecommunication industry in Ghana: The case of Vodafone (Ghana). International Business Research, 4(1), pp. 229-240.
Brady, M. K., & Cronin Jr., J. J. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. Journal of marketing, 65(3), pp. 34-49.
Budur, T. (2018a). The impact of Al-Ghazali’s virtues on organizational commitment and performance: A case Study at private education institutions in Kurdistan Region of Iraq. Icabep, Erbil-Iraq, 2, p 21.
Budur, T. B. (2018b). Analytic Hierarchy Process to Evaluate Corporate Image, Trust, and Switching Cost of GSM Operators: A Case of Kurdistan Region of Iraq. International Journal of Social Sciences & Educational Studies, 5(2), pp. 241-250.
Budur, T., & Demir, A. (2019a). Leadership Effects on Employee Perception about CSR in Kurdistan Region of Iraq. International Journal of Social Sciences & Educational Studies, 5(4), pp. 184-192.
Budur, T., & Demir, A. (2019b). Leadership Perceptions Based on Gender, Experience, and Education. International Journal of Social Sciences & Educational Studies, 6(1), pp. 142-154.
Budur, T., Faraj, K. M., & Karim, L. A. (2019). The Benchmarking Operations Strategies via Hybrid Model: A Case study of Café-Restaurant Sector. Amazonia Investiga, 8(23), pp. 842-854.
Budur, T., Rashid, C. A., & Poturak, M. (2018). Students perceptions on university selection, decision making process: A case study in Kurdistan Region of Iraq. International Journal of Social Sciences & Educational Studies, 5(1), pp. 133-144.
Caceres, R. C., & Paparoidamis, N. G. (2007). Service quality, relationship satisfaction, trust, commitment and business‐to‐business loyalty. European journal of marketing.
Chen, C. F. (2008). Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan. Transportation Research Part A: Policy and Practice, 42(4), pp. 709-717.
Chen, C. F., & Cheng, L. T. (2012). A study on mobile phone service loyalty in Taiwan. Total Quality Management & Business Excellence, 23(7-8), pp. 807-819.
Corbitt, B. J., Thanasankit, T. & Yi, H. (2003). Trust and e-commerce: a study of consumer perceptions. Electronic Commerce Research & Applications, 2 (3), pp. 203-215.
Cronin Jr., J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of marketing, 58(1), pp. 125-131.
Demir, A. (2017). Importance of data analysis on achieving the organizational goals during the short term strategic plan: Case of service quality and students’ satisfaction level at Ishik University. International Journal of Social Sciences and Educational Studies, 3(3), pp. 110-121.
Demir, A. (2019a). THE IMPACT OF STRATEGIC OPERATIONS MANAGEMENT DECISIONS ON SHOPPERS'WELLBEING. Asian Academy of Management Journal, 24(1).
Demir, A. D. (2019b). A Benchmarking of service quality in telecommunication services: Case study in Kurdistan Region of Iraq. International Journal of Social Sciences & Educational Studies, 5(3), pp. 216-231.
Demir, A., & Budur, T. (2019). Roles of Leadership Styles in Corporate Social Responsibility to Non-Governmental Organizations (NGOs). International Journal of Social Sciences & Educational Studies, 5(4), pp. 174-183.
Demir, A., & Eray, O. (2015). Effect of non-technical dimensions of service quality on “satisfaction”,“loyalty”, and “willingness to pay more” of the customers: the case of Georgian internet service providing companies. Journal of Research in Business, Economics and Management, 5(1), pp. 500-508.
Demir, A., & Mukhlis, M. (2017). An evaluation of gated communities as a product: An empirical study in Sulaimaniyah, Iraq. Theoretical and Empirical Researches in Urban Management, 12(3), pp. 63-84.
Demir, A., Eray, O., & Erguvan, M. M. (2015). How non-technical dimensions of service quality effects satisfaction and loyalty of costomers at gsm service sector in Georgia. International Journal of Engineering Technology and Scientific Innovation, 1(02), pp. 150-162.
Demir, A., Özmen, Ö., & Rashid, A. (2014). An Estimation of Turkey's Export Loss to Iraq. Procedia-Social and Behavioral Sciences, 150, pp. 1240-1247.
Eisingerich, A. B., & Bell, S. J. (2008). Perceived service quality and customer trust: does enhancing customers' service knowledge matter?. Journal of service research, 10(3), pp. 256-268.
Firend, A. R., & Abadi, M. F. (2014). Impact of service quality, trust and perceived value on customer loyalty in Malaysia services industries. Procedia-Social and Behavioral Sciences, 164, pp. 298-304.
Garbarino, E. & Johnson, M.S. (1999). The different roles of satisfaction, trust, and commitment in consumer relationships. Journal of Marketing, Vol. 63 No. 2, pp. 70-87.
Gould, G. (1995). Why it is customer loyalty that counts (and how to measure it). Managing service quality: An international journal.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing. 18(4), pp. pp. 36-44.
Hazra, S. G., & Srivastava, K. B. (2009). Impact of Service Quality on Customer Loyalty, Commitment and Trust in the Indian Banking Sector. IUP Journal of Marketing Management, 8.
Hocky, A., Lidyana, L., & Purwati, A. A. (2020). THE ROLE OF SERVICE QUALITY AND TRUST ON CONSUMER LOYALTY AT PT. HENSON ALFA GROS PEKANBARU. Journal Applied Business and Technology, 1(1), pp. 51-59.
Ibáñez, V. A., Hartmann, P., & Calvo, P. Z. (2006). Antecedents of customer loyalty in residential energy markets: Service quality, satisfaction, trust and switching costs. The Service Industries Journal, 26(6), pp. 633-650.
Jahanzeb, S., Fatima, T., & Khan, M. B. (2011). An empirical analysis of customer loyalty in Pakistan's telecommunication industry. Journal of Database Marketing & Customer Strategy Management, 18(1), pp. 5-15.
Johnson, W. C., & Sirikit, A. (2002). Service quality in the Thai telecommunication industry: a tool for achieving a sustainable competitive advantage. Management Decision.
Kang, G. D., & James, J. (2004). Service quality dimensions: an examination of Grönroos’s service quality model. Managing Service Quality: An International Journal.
Kasiri, L. A., Cheng, K. T. G., Sambasivan, M., & Sidin, S. M. (2017). Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35, pp. 91-97.
Khizindar, T. M., Al-Azzam, A. F., & Khanfar, I. A. (2015). An empirical study of factors affecting customer loyalty of telecommunication industry in the kingdom of Saudi Arabia. British Journal of Marketing Studies, 3(5), pp. 98-115.
Kihara, A. S., & Ngugi, G. K. (2014). Factors influencing customer loyalty in telecommunication industry in Kenya. International Journal of Social Sciences and Entrepreneurship, 2(4), pp. 14-30.
Kotler, P. (1999). Marketing management: the millennium edition (Vol. 199). Upper Saddle River, NJ: Prentice Hall.
Kotler, P., Bowen, J.T., & Makens, J.C. (2003). Marketing for Hospitality and Tourism. Prentice-Hall, Inc., Upper Saddle River, NJ.
Kuusik, A., & Varblane, U. (2009). How to avoid customers leaving: the case of the Estonian telecommunication industry. Baltic Journal of Management.
Lai, F., Griffin, M., & Babin, B. J. (2009). How quality, value, image, and satisfaction create loyalty at a Chinese telecom. Journal of business research, 62(10), pp. 980-986.
Lam, R., & Burton, S. (2006). SME banking loyalty (and disloyalty): a qualitative study in Hong Kong. International Journal of Bank Marketing, 24(1), pp. 37-52.
Leisen, B., & Vance, C. (2001). Cross‐national assessment of service quality in the telecommunication industry: evidence from the USA and Germany. Managing Service Quality: An International Journal.
Mayer, R.C., Davis, J.H., & Schoorman, F.D. (1995). An integrative model of organizational trust, Academy of Management Review, 20(3), pp.709–34.
McCain, S. L. C., Jang, S. S., & Hu, C. (2005). Service quality gap analysis toward customer loyalty: practical guidelines for casino hotels. International Journal of Hospitality Management, 24(3), 465-472.
Moorman, C., Deshpande, R., & Zaltman, G. (1993). Factors Affecting Trust In Market Research Relationships. Journal of Marketing, 57(S), pp. 81-101.
Moorman, C., Zaltman, G. & Deshpande, R. (1992). The relationship between providers and users of market research: the dynamics of trust within and between organizations. Journal of Marketing Research, 29(3), pp. 314-28.
Nimako, S. G. (2012). Linking quality, satisfaction and behaviour intentions in Ghana’s mobile telecommunication industry. European Journal of Business and Management, 4(7), pp. 1-17.
Ojo, O. (2010). The relationship between service quality and customer satisfaction in the telecommunication industry: Evidence from Nigeria. BRAND. Broad Research in Accounting, Negotiation, and Distribution, 1(1), pp. 88-100.
Oliver, R.L. (1999). Whence customer loyalty?. Journal of Marketing, Vol. 63 No. 4, pp. 33-44.
Özmen, Ö., Demir, A., & Celepli, M. (2013). An Analysis of Iraq's Pre-import Inspection, Testing & Certification Program: A’WOT Analysis. Procedia-Social and Behavioral Sciences, 99, pp. 85-93.
Parasuraman, A., Zeithaml, V.A., & Berry L.L. (1988). Servqual; A Multiple-Item Scale For Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), pp.12-40.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1991). Understanding customer expectations of service. Sloan Management Review 32(3), pp. 39–48.
Reichheld, F.F. (1996). The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value. Harvard Business School Press, Boston, MA.
Ribbink, D., Van Riel, A. C., Liljander, V., & Streukens, S. (2004). Comfort your online customer: quality, trust and loyalty on the internet. Managing Service Quality: An International Journal.
Rizomyliotis, I., Poulis, A., Apostolos, G., Konstantoulaki, K., & Kostopoulos, I. (2020). Applying fcm to predict the behaviour of loyal customers in the mobile telecommunications industry. Journal of Strategic Marketing, 28(1), pp. 1-15.
Sharma, N., & Patterson, P. G. (1999). The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services. Journal of services marketing, 13(2), pp. 151-170.
Srikanjanarak, S., Omar, A., & Ramayah, T. (2013). Value Added Service and Service Quality from the Customer’s Perspective: An Empirical Investigation in Thai Telecommunication Industry. ASEAN Marketing Journal.
Sureshchanndra, G. S., Rajendran, C. & Anantharaman, R. N. (2003). The relationship between service quality and customer satisfaction - a factor specific approach. Journal of Service Marketing, 16 (4), pp. 363-379.
Torlak, N. G., Demir, A., & Budur, T. (2019). Impact of operations management strategies on customer satisfaction and behavioral intentions at café-restaurants. International Journal of Productivity and Performance Management.
World Bank, World Development Indicators. (2017). Manufacturing, value added (% of GDP). Retrieved from: https://data.worldbank.org/indicator/NV.IND.MANF.ZS.
World Bank, World Development Indicators. (2017). Service, value added (% of GDP). Retrieved from: https://data.worldbank.org/indicator/NV.SRV.TOTL.ZS.
Zehir, C., Şahin, A., Kitapçı, H., & Özşahin, M. (2011). The effects of brand communication and service quality in building brand loyalty through brand trust; the empirical research on global brands. Procedia-Social and Behavioral Sciences, 24, pp. 1218-1231.
Published
2020-04-21
How to Cite
Mohammed, S., & Shahin, O. (2020). Service Quality Perspectives in Telecommunication Sector: Trust and Loyalty Investigation. Amazonia Investiga, 9(28), 394-403. https://doi.org/10.34069/AI/2020.28.04.44
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