A Cross-National Study on the Relationship of Service Quality, Customer Satisfaction and Customer Loyalty in Mobile Telecommunication Services 


Vol. 29,  No. 1, pp. 133-144, Jan.  2004


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  Abstract

This research aimed to do an empirical study, by comparing the relationships of service quality, customer satisfaction and customer loyalty in mobile telecommunications between Korea and China which possess different growth phases. For this purpose, six factors in service quality, customer satisfaction and customer loyalth have been under a regression analysis to verify the causal relationship. The key findings of this study are as follows. Both Korea and China showed the causal relationship between customer satisfaction and customer loyalty; the service support which applies as the core services, have been found to be the most important factors in customer satisfaction and customer loyalty. And this study has been able to establish strategic views on reinforcing customer bases in mobile telecommunication service markets in both countries.

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  Cite this article

[IEEE Style]

M. Kim, M. Kim, M. Park, "A Cross-National Study on the Relationship of Service Quality, Customer Satisfaction and Customer Loyalty in Mobile Telecommunication Services," The Journal of Korean Institute of Communications and Information Sciences, vol. 29, no. 1, pp. 133-144, 2004. DOI: .

[ACM Style]

Min-Young Kim, Moon-Koo Kim, and Myeong-Cheol Park. 2004. A Cross-National Study on the Relationship of Service Quality, Customer Satisfaction and Customer Loyalty in Mobile Telecommunication Services. The Journal of Korean Institute of Communications and Information Sciences, 29, 1, (2004), 133-144. DOI: .

[KICS Style]

Min-Young Kim, Moon-Koo Kim, Myeong-Cheol Park, "A Cross-National Study on the Relationship of Service Quality, Customer Satisfaction and Customer Loyalty in Mobile Telecommunication Services," The Journal of Korean Institute of Communications and Information Sciences, vol. 29, no. 1, pp. 133-144, 1. 2004.

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pISSN : 1226 - 4717
eISSN : 2287 - 3880