Abstract
Exploring service quality, customer satisfaction, and customer loyalty in Vietnam’s telecommunications industry
Highlights
This study aims to examine the service quality of telecommunications and to investigate how service quality and customer satisfaction affect customer loyalty in Vietnam
The average item score for the service quality scale was 3.23. This means that the service quality of Vietnam telecommunication companies assessed by customers via five dimensions is at a good level
Scoring at the ordinary level of customer loyalty implies that telecommunication subscribers are easy to change their providers when they have been offered a better plan from competitors
Summary
This study aims to examine the service quality of telecommunications and to investigate how service quality and customer satisfaction affect customer loyalty in Vietnam. The data were analyzed by using descriptive statistics, factor analysis, and regression to consider the relationship between service quality, customer satisfaction, and customer loyalty. The findings of this study suggest that in order to improve customer loyalty, the telecommunication providers should focus on dimension “customer services and pricing structure” of service quality because it has the strongest positive impact on customers' satisfaction and customer loyalty. This research aims to examine a model of relationships among service quality, customer satisfaction, and customer loyalty in the Vietnam telecommunication sector. After reviewing the literature, which reveals that the relationships among service quality and customer satisfaction and customer loyalty have been studied by many researchers in various service fields, including telecommunication. Data was collected in a survey of telecommunication customers in Vietnam, and it was analyzed by SPSS 20
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