||The Impact of Service Quality, Customer Value, Customer Satisfaction, Corporate Image, Switching Cost and Customer Loyalty for Telecommunication Service Providers in Indonesia
||The Impact of Service Quality, Customer Value, Customer Satisfaction, Corporate Image, Switching Cost and Customer Loyalty for Telecommunication Service Providers in Indonesia
||Institute of International Management (IIMBA--Master)
Switching cost and Customer loyalty
This research aims to examine mobile customer’s perception of service quality, customer value, customer satisfaction, corporate image, switching cost and customer loyalty. An empirical investigation of the relationships between service quality, customer value, corporate image, customer satisfaction, switching cost and customer loyalty was conducted based on a structural equation modeling (SEM) approach.
The results found that service quality, customer value and switching cost have positive influence on customer satisfaction. In addition, result also indicated the impact of customer satisfaction; customer value and switching cost have positive influence on customer loyalty. This study investigates how customer satisfaction and switching cost influence customer loyalty. The adjustment effect of switching cost on customer satisfaction and customer loyalty is also analyzed. These findings provide valuable information for mobile service operators to increase the number of customers and customer loyalty by improving service quality, customer value, corporate image and customer satisfaction.
TABLE OF CONTENTS III
LIST OF TABLES VII
LIST OF FIGURES IX
CHAPTER ONE INTRODUCTION 1
1.1 Research Background and Motivation 1
1.2 Research Objectives 10
1.3 Scope of the study 10
1.4 The Organization of the Study 12
CHAPTER TWO LITERATURE REVIEW 14
2.1 Definition of Constructs 14
2.1.1 Service Quality 14
2.1.2 Customer Value 17
2.1.3 Customer Satisfaction 21
2.1.4 Corporate Image 23
2.1.5 Switching Cost 25
2.1.6 Customer Loyalty 27
2.2 Hypotheses Development 28
2.2.1 Relationship between Service Quality and Customer Value 28
2.2.2 Relationship between Service Quality and Customer Satisfaction 30
2.2.3 Relationship between Service Quality and Corporate Image 31
2.2.4 Relationship between Customer Value and Customer Satisfaction 32
2.2.5 Relationship between Corporate Image and Customer Satisfaction 33
2.2.6 Relationship between Customer Value and Customer Loyalty 34
2.2.7 Relationship between Customer Satisfaction and Customer Loyalty 35
2.2.8 Relationship between Switching Cost and CustomerSatisfaction 36
2.2.9 Relationship between Customer Value and Switching Cost 38
2.2.10 Relationship between Switching Cost and Customer loyalty 39
CHAPTER THREE RESEARCH DESIGN AND METHODOLOGY 40
3.1 Research Method 40
3.2 Conceptual Model and Research Hypothesis 41
3.3 Construct Measurement 41
3.3.1 Service Quality 42
3.3.2 Customer Value 43
3.3.3 Customer Satisfaction 44
3.3.4 Corporate Image 45
3.3.5 Switching Cost 45
3.3.6 Customer Loyalty 46
3.4 Hypothesis to Be Tested 47
3.5 Questionnnaire Design 48
3.6 Sampling Plan 49
3.7 Data Analysis Procedure 49
3.7.1 Descriptive Statistic Analysis 50
3.7.2 Purification dan Reliability of Measurement Variables 50
3.7.3 Differences Research Variables among Group 51
CHAPTER FOUR GENERAL FINDINGS AND EMPIRICAL RESULTS 53
4.1 Descriptive Analysis 53
4.1.1 Data Collection 53
4.1.2 Characteristics of Respondents 54
4.1.3 Measurement Results for Service Quality, Customer Value, Corporate Image, Customer Satisfaction, Switching Cost and Customer Loyalty 55
4.2 Factor Analysis and Reliability Test 60
4.2.1 Service Quality 61
4.2.2 Customer Value 64
4.2.3 Corporate Image 66
4.2.4 Customer Satisfaction 67
4.2.5 Switching Cost 68
4.2.6 Customer Loyalty 69
4.3 The Differences in Each Construct According to Respondents’ Characteristic 70
4.3.1 The Differences of Service Quality, Customer Value, Customer Satisfaction, Corporate Image, Switching Cost and Customer Loyalty among the Respondents’ Gender 70
4.3.2 The Differences of Service Quality, Customer Value, Customer Satisfaction, Corporate Image, Switching Cost and Customer Loyalty among the Respondents’ Status.. 71
4.4 Analysis of variance (ANOVA) 73
4.4.1 The Differences of Service Quality, Customer Value, Customer Satisfaction, Corporate Image, Switching Cost and Customer Loyalty among the Respondents’ Age….. 73
4.4.2 The Differences of Service Quality, Customer Value, Customer Satisfaction, Corporate Image, Switching Cost and Customer Loyalty among the Respondents’ Income Level 74
4.5 Structural Equation Modeling (SEM) 75
4.5.1 Confirmatory Factor Analysis (CFA) 78
4.5.2 Testing Full Model Using SEM 81
4.5.3 Initial Model of Service Quality, Customer Value, Customer Satisfaction, Corporate Image, Switching Cost and Customer Loyalty 82
CHAPTER FIVE CONCLUSION AND SUGGESTION 84
5.1 Research Conclusion and Discussions 84
5.2 Managerial Implication 90
5.3 Research Limitation and Future Research 93
APPENDIXES SURVEY QUESTIONNAIRES 107
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