Contents

Comparing Satisfaction/Dissatisfaction and Public Confidence in the ITS Environmentin Public and Private Transportation

Inyoung Cho / Cho, Yoon Cheong

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Abstract

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.

Issue Date
2017-11
Publisher
SS Foundation
Keywords
Customer Satisfaction; Switching Barrier; Loyalty; Brand Image; Mobile Telecommunication Service
Citation
Journal of Marketing Thoungt, v.4, no.3, pp.1 - 9, 2017
URL
http://www.ejmt.org/comparing-satisfactiondissatisfaction-public-confidence-environmentin-public-private-transportation/
DOI
10.15577/jmt.2017.04.02.1
Journal Title
Journal of Marketing Thoungt
Start Page
1
End Page
9
Language
English
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