Determinant factors of customer loyalty towards telecommunications services in Malaysia

Focusing on the determinant factors of customer loyalty towards telecommunications services in Malaysia, this study specifically examined the relationships of switching cost, trust, inertia, and zone of tolerance with customer loyalty as well as the moderating role of zone of tolerance in these rela...

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Main Author:	Mohd Khursani, Md Khakhir
Format:	Thesis
Language:	eng eng eng
Published:	2021
Subjects:	HF5415.33 Consumer Behavior.
Online Access:	https://etd.uum.edu.my/10777/1/Grant%20the%20permission_s93898.pdf https://etd.uum.edu.my/10777/2/s93898_01.pdf https://etd.uum.edu.my/10777/3/s93898_02.pdf
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id	my-uum-etd.10777
record_format	uketd_dc
spelling	my-uum-etd.107772023-11-26T08:05:45Z Determinant factors of customer loyalty towards telecommunications services in Malaysia 2021 Mohd Khursani, Md Khakhir Sulaiman, Yaty Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5415.33 Consumer Behavior. Focusing on the determinant factors of customer loyalty towards telecommunications services in Malaysia, this study specifically examined the relationships of switching cost, trust, inertia, and zone of tolerance with customer loyalty as well as the moderating role of zone of tolerance in these relationships. These hypothesised relationships were tested using Partial Least Squares – Structural Equation Modelling (PLS-SEM) based on the survey responses of 543 undergraduate students in Malaysian public universities. Based on the results, the relationships of trust, inertia, and zone of tolerance with customer loyalty were found positive and significant. This study also demonstrated the insignificant relationship between switching cost and customer loyalty. Furthermore, zone of tolerance was found to moderate the significant relationships of trust and inertia with customer loyalty, but did not moderate the significant relationship between switching cost and customer loyalty. The findings in this study are valuable to both academics and industry in planning marketing research and developing services and new policies that are deemed valuable for higher level of customer loyalty. It is recommended for future research to add more variables or constructs as determinant factors of customer loyalty to establish a more framework for other types of services and industries 2021 Thesis https://etd.uum.edu.my/10777/ https://etd.uum.edu.my/10777/1/Grant%20the%20permission_s93898.pdf text eng staffonly https://etd.uum.edu.my/10777/2/s93898_01.pdf text eng public https://etd.uum.edu.my/10777/3/s93898_02.pdf text eng public other doctoral Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng eng
advisor	Sulaiman, Yaty
topic	HF5415.33 Consumer Behavior.
spellingShingle	HF5415.33 Consumer Behavior. Mohd Khursani, Md Khakhir Determinant factors of customer loyalty towards telecommunications services in Malaysia
description	Focusing on the determinant factors of customer loyalty towards telecommunications services in Malaysia, this study specifically examined the relationships of switching cost, trust, inertia, and zone of tolerance with customer loyalty as well as the moderating role of zone of tolerance in these relationships. These hypothesised relationships were tested using Partial Least Squares – Structural Equation Modelling (PLS-SEM) based on the survey responses of 543 undergraduate students in Malaysian public universities. Based on the results, the relationships of trust, inertia, and zone of tolerance with customer loyalty were found positive and significant. This study also demonstrated the insignificant relationship between switching cost and customer loyalty. Furthermore, zone of tolerance was found to moderate the significant relationships of trust and inertia with customer loyalty, but did not moderate the significant relationship between switching cost and customer loyalty. The findings in this study are valuable to both academics and industry in planning marketing research and developing services and new policies that are deemed valuable for higher level of customer loyalty. It is recommended for future research to add more variables or constructs as determinant factors of customer loyalty to establish a more framework for other types of services and industries
format	Thesis
qualification_name	other
qualification_level	Doctorate
author	Mohd Khursani, Md Khakhir
author_facet	Mohd Khursani, Md Khakhir
author_sort	Mohd Khursani, Md Khakhir
title	Determinant factors of customer loyalty towards telecommunications services in Malaysia
title_short	Determinant factors of customer loyalty towards telecommunications services in Malaysia
title_full	Determinant factors of customer loyalty towards telecommunications services in Malaysia
title_fullStr	Determinant factors of customer loyalty towards telecommunications services in Malaysia
title_full_unstemmed	Determinant factors of customer loyalty towards telecommunications services in Malaysia
title_sort	determinant factors of customer loyalty towards telecommunications services in malaysia
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2021
url	https://etd.uum.edu.my/10777/1/Grant%20the%20permission_s93898.pdf https://etd.uum.edu.my/10777/2/s93898_01.pdf https://etd.uum.edu.my/10777/3/s93898_02.pdf
_version_	1783729430047227904

Determinant factors of customer loyalty towards telecommunications services in Malaysia

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