Abstract
This article wants to give an insight in the construct of loyalty in the telecommunication industry. The purpose is to create an instrument of measuring customer loyalty and explore the relationship between different variables and customer loyalty in the mobile market in Albania as there are no prior studies like this. It aims to explore the relationship between the construct of service quality, customer satisfaction and organization image and seeks to analyze their role as antecedents of customer loyalty.The data are collected from mobile subscribers of different mobile companies operating in Albania through a self-administered questionnaire. The information is analyzed using factor analysis. Structural equation modeling is used to test the hypothesis. The findings confirm that service quality, customer satisfaction and organization image are factors which have a significant impact on each-other and have important contribution to the strengthening of customer loyalty in the telecommunication industry in Albania. Implications for marketers of mobile companies and implications for future research are also discussed. DOI: 10.5901/mjss.2015.v6n1s1p224
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.