Modeling Customer Loyalty: Empirical Study on Mobile Internet Users

Roostika, Ratna (2011) Modeling Customer Loyalty: Empirical Study on Mobile Internet Users. Value Jurnal Manajemen dan Akuntansi, VII (5). pp. 310-319. ISSN 1979 0643

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    The Internet application has grown at a very impressive rate. In a high competitive market, gaining customer loyalty is not an easy job. Quality is no longer adequate to retain customers since today’s customers are faced with so many potential alternatives. Customer value and reputation is becoming more important in helping the companies to acquire customer’s loyalty. This study simultaneously integrates service quality, customer value and reputation to predict loyalty. The results from PLS analysis have identified the important role of service quality on loyalty as compared to customer value and reputation. It is also important that service quality should be highly emphasized since it strongly effects on how customer valuing the offerings and how reputation is built. Key words: Mobile internet, service quality, customer value, reputation and loyalty

    Item Type: Article
    Subjects: 300 Ilmu Sosial
    Divisions: Fakultas Ekonomi > Manajemen
    Depositing User: Ph.D Ratna Roostika
    Date Deposited: 26 Mar 2013 08:09
    Last Modified: 26 Mar 2013 08:09

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