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This study aims to examine the service quality of telecommunications and to investigate how service quality and customer satisfaction affect customer loyalty in Vietnam. The research offers theoretical contributions and extends understanding of service quality, customer satisfaction, and consumer loyalty in Vietnam's telecommunications industry. We...
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In this study, we examined the influence of brand trust and perceived quality on brand loyalty through customer satisfaction at Kopi Kenangan Sun Plaza in Medan City. The increasing consumption of coffee in Indonesia has led to the development of coffee shop businesses in various cities across the country, including Medan. While this growth present...
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... Additionally, service quality has a fundamental role compared to customer satisfaction in terms of customer loyalty. The findings of this study suggest that in order to improve customer loyalty, the telecommunication providers should focus on dimension "customer services and pricing structure" of service quality as it has the strongest positive impact on customers' satisfaction and then customer loyalty, according to Vu et al. (2021). Hieu (2021) has identified the factors influencing the level of satisfaction among participants in health insurance regarding the medical examination and treatment services at Binh An General Hospital. ...
... Based on previous studies by Parasuraman et al. (1988), Kim et al. (2004) and Vu (2021) the specific characteristics of family health insurance services in Dong Nai Province share several significant similarities with these studies. Therefore, we propose a research model examining the factors influencing individuals' satisfaction with the quality of family health insurance in Dong Nai Province. ...
Based on fundamental theoretical framework, hypothetical research models, and primary data via direct surveys of 250 individuals who use family health insurance services in Dong Nai Province, we propose a research model consisting of 6 influencing factors with 28 observed variables. The study uses quantitative methodology of Cronbach's Alpha test, exploratory factor analysis, multiple regression analysis, and robustness test, to determine the factors influencing individuals' satisfaction with family health insurance services. The research results reveal five significant factors influencing individuals’ satisfaction with the quality of family health insurance services in the study area, ranked in order of importance: (1) administrative procedures; (2) hospital infrastructure; (3) hospital service capacity; (4) convenience of family health insurance; (5) medical staff empathy. Based on these findings, the study proposes several managerial implications to enhance overall satisfaction with the quality of family health insurance services in Dong Nai Province.
... Mobile phone users consider service quality as the most compelling element in shaping their satisfaction (Aslam et al., 2018), which can ultimately lead them toward loyalty (Waqar and Khan, 2020). Price fairness also greatly impacts customer satisfaction as customers can evaluate the value of the service they receive based on their price (San et al., 2022;Hanaysha, 2016) and then create customer loyalty (Vu et al., 2021). In addition, mobile operators are advised to improve the company's overall brand image to increase customer satisfaction and reduce consumer switching to other mobile operators. ...
... Research by San et al. (2022) found that customer satisfaction is a mediator in the relationship between price fairness and customer loyalty. This result is supported by Vu et al. (2021), which state that to increase customer loyalty, telecommunication service providers should focus on the price structure dimension because it has the strongest positive impact on customer satisfaction and loyalty. Customers like college students will likely switch to other brands if call, data, and SMS rates are unreasonable (Goh et al., 2020). ...
The increased demand for mobile services drives increasingly fierce competition among mobile telecommunications providers in Indonesia. New promotional strategies are needed, and companies are advised to determine the target group of customers to collect objective and adequate information regarding their real needs, such as college students. Therefore, this study examines college students' perceptions of adopting mobile telecommunication provider services in Indonesia. This study especially explains the effects of customer perceptions regarding service quality, price fairness, and brand image on satisfaction that leads to customer loyalty. A total sample of 208 customers of the mobile telecommunication providers in Java Island were randomly selected for the study, and the data collected was analyzed with CB-SEM. The empirical results revealed a positive significant impact of customer perceptions of service quality, price fairness, and brand image on customer satisfaction. College students’ perception of price fairness has the largest significant positive influence on customer satisfaction and loyalty. The mediation mechanism analysis also confirms that customer satisfaction partially mediates between customer perceptions of service quality and brand image. This study suggests that mobile telecommunication providers in Indonesia develop superior pricing strategies to increase customer satisfaction, leading to customer loyalty.Customer Perception
