Comparing Satisfaction/Dissatisfaction and Public Confidence in the ITS Environmentin Public and Private Transportation
Customer satisfaction, switching barriers, and customer loyalty are significantly important concepts to stakeholders in the mobile telecommunications market because luring new customers is very costly to carriers in a mobile telephone service that has already entered a mature stage, (Kim and Yoon, 2004; Kim, Park, and Jeong, 2004). The purpose of the study is to investigate i) effects of determinants on customer satisfaction and switching barriers, ii) effects of customer satisfaction and switching barriers on loyalty, iii) effects of brand image on loyalty, and iv) effects of customer satisfaction, switching barrier, and brand image on relative attitude and repeat patronage in the mobile telecommunications service. This study conducts an online survey and applies regression analyses. This research provides policy, managerial, and academic implications for the mobile telecommunications service.
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