Harazneh, I, Adaileh, M J, Thbeitat, A, Afaneh, S, Khanfar, S, Harasis, A A and Elrehail, H (2020) The impact of quality of services and satisfaction on customer loyalty: The moderate role of switching costs. Management Science Letters. pp. 1843-1856. ISSN 19239335
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Abstract
This study investigates the impacts of service quality of Jordanian telecommunication and customer satisfaction on customer loyalty. The study also studies though the role of switching cost as a moderate variable. Lack of studies in the field of quality in Jordanian telecommunication is the main reason for this investigation. The study investigates the impacts based on the employees’ point of views in Aqaba special economic zone authority (ASEZA). Therefore, the study uses statistical data gathered through a questionnaire distributed to the employees of ASEZA. Thus, statistical methods are used to analyze the data collected and the hypotheses are tested. The study results show that there was a direct positive impact of service quality of Jordanian telecommunication and customer satisfaction on customer loyalty. In addition, the moderator model (Switching cost) has significant positive impacts on enhancing the relationship between service quality and customer satisfaction towards customer loyalty.
Affiliation: | Skyline University College |
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SUC Author(s): | Elrehail, H ORCID: https://orcid.org/0000-0001-6935-3355 |
All Author(s): | Harazneh, I, Adaileh, M J, Thbeitat, A, Afaneh, S, Khanfar, S, Harasis, A A and Elrehail, H |
Item Type: | Article |
Uncontrolled Keywords: | Quality of Service, Customers’ satisfaction, Customers loyalty Switching cost |
Subjects: | A Business and Management > AP Marketing |
Divisions: | Skyline University College > School of Business |
Depositing User: | Mr Mosys Team |
Date Deposited: | 20 Nov 2021 11:38 |
Last Modified: | 21 Nov 2021 17:53 |
URI: | https://research.skylineuniversity.ac.ae/id/eprint/10 |
Publisher URL: | https://doi.org/10.5267/j.msl.2019.12.034 |
Publisher OA policy: | |
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