Mediating Role of Customer Satisfaction on the Relationship of Perceived Values and Services Quality with Customer Loyalty in the Telecommunication Service Providers in Malaysia
Abstract
Sakinah mohd shukri, Mohd Shukri Ab Yajid, Ali Khatibi
The aim of the existing literature is to examine the services quality and perceived value’s impact on the customer loyalty in the Malaysian telecommunication companies. Additional aim of the current study is to inspect the mediating role of customer satisfaction among the nexus of services quality and perceived value and customer loyalty. The measurement of customer loyalty towards a specific telecommunication service provider with the impact of relevant attributes; such as, service quality, perceived value, price and corporate value, in which customer satisfaction is a moderator to identify customer loyalty in a telecommunication service provider’s success. Data was collected from a random sampling of 208 respondents using a questionnaire consisting of 7 demographic questions with open ended questions and 24 items measured on the five point Likert scale. It was found that all the independent variables have a significant effect on Malaysian customer loyalty towards mobile data by telecommunication services providers. Recommendations for future research, marketing implication and limitations of this study are proposed.
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| Pubmed Style Sakinah mohd shukri, Mohd Shukri Ab Yajid, Ali Khatibi. Mediating Role of Customer Satisfaction on the Relationship of Perceived Values and Services Quality with Customer Loyalty in the Telecommunication Service Providers in Malaysia. SRP. 2020; 11(1): 1021-1032. doi:10.5530/srp.2020.1.129 Web Style Sakinah mohd shukri, Mohd Shukri Ab Yajid, Ali Khatibi. Mediating Role of Customer Satisfaction on the Relationship of Perceived Values and Services Quality with Customer Loyalty in the Telecommunication Service Providers in Malaysia. http://www.sysrevpharm.org/?mno=128604 [Access: March 29, 2021]. doi:10.5530/srp.2020.1.129 AMA (American Medical Association) Style Sakinah mohd shukri, Mohd Shukri Ab Yajid, Ali Khatibi. Mediating Role of Customer Satisfaction on the Relationship of Perceived Values and Services Quality with Customer Loyalty in the Telecommunication Service Providers in Malaysia. SRP. 2020; 11(1): 1021-1032. doi:10.5530/srp.2020.1.129 Vancouver/ICMJE Style Sakinah mohd shukri, Mohd Shukri Ab Yajid, Ali Khatibi. Mediating Role of Customer Satisfaction on the Relationship of Perceived Values and Services Quality with Customer Loyalty in the Telecommunication Service Providers in Malaysia. SRP. (2020), [cited March 29, 2021]; 11(1): 1021-1032. doi:10.5530/srp.2020.1.129 Harvard Style Sakinah mohd shukri, Mohd Shukri Ab Yajid, Ali Khatibi (2020) Mediating Role of Customer Satisfaction on the Relationship of Perceived Values and Services Quality with Customer Loyalty in the Telecommunication Service Providers in Malaysia. SRP, 11 (1), 1021-1032. doi:10.5530/srp.2020.1.129 Turabian Style Sakinah mohd shukri, Mohd Shukri Ab Yajid, Ali Khatibi. 2020. Mediating Role of Customer Satisfaction on the Relationship of Perceived Values and Services Quality with Customer Loyalty in the Telecommunication Service Providers in Malaysia. Systematic Reviews in Pharmacy, 11 (1), 1021-1032. doi:10.5530/srp.2020.1.129 Chicago Style Sakinah mohd shukri, Mohd Shukri Ab Yajid, Ali Khatibi. "Mediating Role of Customer Satisfaction on the Relationship of Perceived Values and Services Quality with Customer Loyalty in the Telecommunication Service Providers in Malaysia." Systematic Reviews in Pharmacy 11 (2020), 1021-1032. doi:10.5530/srp.2020.1.129 MLA (The Modern Language Association) Style Sakinah mohd shukri, Mohd Shukri Ab Yajid, Ali Khatibi. "Mediating Role of Customer Satisfaction on the Relationship of Perceived Values and Services Quality with Customer Loyalty in the Telecommunication Service Providers in Malaysia." Systematic Reviews in Pharmacy 11.1 (2020), 1021-1032. Print. doi:10.5530/srp.2020.1.129 APA (American Psychological Association) Style Sakinah mohd shukri, Mohd Shukri Ab Yajid, Ali Khatibi (2020) Mediating Role of Customer Satisfaction on the Relationship of Perceived Values and Services Quality with Customer Loyalty in the Telecommunication Service Providers in Malaysia. Systematic Reviews in Pharmacy, 11 (1), 1021-1032. doi:10.5530/srp.2020.1.129 |
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