Using expectation and confirmation theory to determine customer loyalty among postpaid users

In developing countries, the rate of mobile network subscription is slowing down due to market saturation. Thus, acquiring new customers is a challenge for the service provider. Hence, it is vital to raise customer loyalty in mobile service providers for the purpose of maintaining customers. This pa...

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Main Authors:	Mat Ali, Syukrina Alini, Wan Jusoh, Wan Jamaliah, Adewale, Abideen Adeyemi
Format:	Article
Language:	English English
Published:	R.K. Sharma, Institute of Medico-Legal Publications 2018
Subjects:	HF5410 Marketing. Distribution of products
Online Access:	http://irep.iium.edu.my/68447/ http://irep.iium.edu.my/68447/ http://irep.iium.edu.my/68447/ http://irep.iium.edu.my/68447/1/68447_Using%20expectation%20and%20confirmation%20theory.pdf http://irep.iium.edu.my/68447/2/68447_Using%20expectation%20and%20confirmation%20theory_SCOPUS.pdf

id	iium-68447
recordtype	eprints
spelling	iium-684472018-12-21T02:02:17Z http://irep.iium.edu.my/68447/ Using expectation and confirmation theory to determine customer loyalty among postpaid users Mat Ali, Syukrina Alini Wan Jusoh, Wan Jamaliah Adewale, Abideen Adeyemi HF5410 Marketing. Distribution of products In developing countries, the rate of mobile network subscription is slowing down due to market saturation. Thus, acquiring new customers is a challenge for the service provider. Hence, it is vital to raise customer loyalty in mobile service providers for the purpose of maintaining customers. This paper aims to determine the factors which explain customer loyalty and satisfaction among users of mobile postpaid services. Building from the expectations and confirmation theory using the survey method of positivist research, data was collected from 338 subscribers of Digi, Maxis and Celcom located in Klang Valley, Malaysia. The data was analysed using SEM_PLS Version 3 and the result has generally revealed the significant relationship between all variables. Further analysis revealed that service expectation and performance, for example network quality (i.e. first time dial, no cut on line, etc.) were significant customer expectations when subscribing to a service provider. The finding provides further input and understanding for service providers to offer better services to their subscribers in order to satisfy and retain customers longer. R.K. Sharma, Institute of Medico-Legal Publications 2018-12-07 Article PeerReviewed application/pdf en http://irep.iium.edu.my/68447/1/68447_Using%20expectation%20and%20confirmation%20theory.pdf application/pdf en http://irep.iium.edu.my/68447/2/68447_Using%20expectation%20and%20confirmation%20theory_SCOPUS.pdf Mat Ali, Syukrina Alini and Wan Jusoh, Wan Jamaliah and Adewale, Abideen Adeyemi (2018) Using expectation and confirmation theory to determine customer loyalty among postpaid users. Indian Journal of Public Health Research and Development, 9 (11). pp. 1283-1293. ISSN 0976-0245 E-ISSN 0976-5506 http://www.indianjournals.com/ijor.aspx?target=ijor:ijphrd&volume=9&issue=11&article=223 10.5958/0976-5506.2018.01633.9
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English English
topic	HF5410 Marketing. Distribution of products
spellingShingle	HF5410 Marketing. Distribution of products Mat Ali, Syukrina Alini Wan Jusoh, Wan Jamaliah Adewale, Abideen Adeyemi Using expectation and confirmation theory to determine customer loyalty among postpaid users
description	In developing countries, the rate of mobile network subscription is slowing down due to market saturation. Thus, acquiring new customers is a challenge for the service provider. Hence, it is vital to raise customer loyalty in mobile service providers for the purpose of maintaining customers. This paper aims to determine the factors which explain customer loyalty and satisfaction among users of mobile postpaid services. Building from the expectations and confirmation theory using the survey method of positivist research, data was collected from 338 subscribers of Digi, Maxis and Celcom located in Klang Valley, Malaysia. The data was analysed using SEM_PLS Version 3 and the result has generally revealed the significant relationship between all variables. Further analysis revealed that service expectation and performance, for example network quality (i.e. first time dial, no cut on line, etc.) were significant customer expectations when subscribing to a service provider. The finding provides further input and understanding for service providers to offer better services to their subscribers in order to satisfy and retain customers longer.
format	Article
author	Mat Ali, Syukrina Alini Wan Jusoh, Wan Jamaliah Adewale, Abideen Adeyemi
author_facet	Mat Ali, Syukrina Alini Wan Jusoh, Wan Jamaliah Adewale, Abideen Adeyemi
author_sort	Mat Ali, Syukrina Alini
title	Using expectation and confirmation theory to determine customer loyalty among postpaid users
title_short	Using expectation and confirmation theory to determine customer loyalty among postpaid users
title_full	Using expectation and confirmation theory to determine customer loyalty among postpaid users
title_fullStr	Using expectation and confirmation theory to determine customer loyalty among postpaid users
title_full_unstemmed	Using expectation and confirmation theory to determine customer loyalty among postpaid users
title_sort	using expectation and confirmation theory to determine customer loyalty among postpaid users
publisher	R.K. Sharma, Institute of Medico-Legal Publications
publishDate	2018
url	http://irep.iium.edu.my/68447/ http://irep.iium.edu.my/68447/ http://irep.iium.edu.my/68447/ http://irep.iium.edu.my/68447/1/68447_Using%20expectation%20and%20confirmation%20theory.pdf http://irep.iium.edu.my/68447/2/68447_Using%20expectation%20and%20confirmation%20theory_SCOPUS.pdf
first_indexed	2023-09-18T21:37:09Z
last_indexed	2023-09-18T21:37:09Z
_version_	1777412897064878080

Using expectation and confirmation theory to determine customer loyalty among postpaid users

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