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Investigating Switching Cost Roles in Determining Loyalty in the Mobile Telecommunications Market

Investigating Switching Cost Roles in Determining Loyalty in the Mobile Telecommunications Market

Abdul Qayyum, Do Ba Khang
Copyright: © 2013 |Pages: 17
ISBN13: 9781466636316|ISBN10: 1466636319|EISBN13: 9781466636323
DOI: 10.4018/978-1-4666-3631-6.ch016
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MLA

Qayyum, Abdul, and Do Ba Khang. "Investigating Switching Cost Roles in Determining Loyalty in the Mobile Telecommunications Market." Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies, edited by Riyad Eid, IGI Global, 2013, pp. 271-287. https://doi.org/10.4018/978-1-4666-3631-6.ch016

APA

Qayyum, A. & Khang, D. B. (2013). Investigating Switching Cost Roles in Determining Loyalty in the Mobile Telecommunications Market. In R. Eid (Ed.), Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies (pp. 271-287). IGI Global. https://doi.org/10.4018/978-1-4666-3631-6.ch016

Chicago

Qayyum, Abdul, and Do Ba Khang. "Investigating Switching Cost Roles in Determining Loyalty in the Mobile Telecommunications Market." In Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies, edited by Riyad Eid, 271-287. Hershey, PA: IGI Global, 2013. https://doi.org/10.4018/978-1-4666-3631-6.ch016

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Abstract

The paper evaluates various roles (direct antecedent, mediator or moderator) of perceived switching costs in determining customer loyalty in the mobile telecommunications market. Data were collected through a field survey of mobile phone users in Pakistan. Structural equation modeling was used to evaluate hypothesized relationships. Perceived switching costs were found to play all three roles. Findings suggest that perceived switching costs directly influence customer loyalty, mediate the impacts of perceived service quality, value, and trust on customer loyalty and negatively moderate the relationships of satisfaction and perceived service quality with customer loyalty. Implications of these findings are discussed.

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