Author: Taylan Budur
Abstract: Aim of the research is to select best GSM service provider in Kurdistan Region of Iraq. For this purpose, 515 data from GSM service users have been collected via a survey questionnaire, which contains trust, corporate image, and switching cost impacts on customers’ satisfaction. The results were evaluated initially by AMOS 23 and according to these results, the importance of each dimension have been determined. Secondly, the importance levels of the dimensions were evaluated through analytic hierarchy process to understand the best brand in the market. Finally, the managerial impacts of the study were defined for the market.
Keywords: AHP, Trust, Corporate Image, Switching Cost, Telecommunciation Service
Download the PDF Document from here.
Amin, S. M., Ahmad, U. N. U., & Hui, L. S. (2012). Factors contributing to customer loyalty towards telecommunication service provider. Procedia-Social and Behavioral Sciences, 40, 282-286.
Aydin, S., & Özer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, 39(7/8), 910-925.
Aydinli, C., & Demir, A. (2015). Impact of non-technical dimensions of service quality on the satisfaction, loyalty, and the willingness to pay more: a cross-national research on GSM operators. International Journal of Economics, Commerce and Management, 3(11), 1-16.
Budur, T., Rashid, C. A., & Poturak, M. (2018). Students perceptions on university selection, decision making process: A case study in Kurdistan Region of Iraq. International Journal of Social Sciences & Educational Studies, 5(1), 133-144.
Demir, A., & Eray, O. (2015). Effect of non-technical dimensions of service quality on “satisfaction”, “loyalty”, and “willingness to pay more” of the customers: The case of Georgian internet service providing companies. Journal of Research in Business, Economics and Management, 5(1), 500-508.
Demir, A., Eray, O., & Erguvan, M. (2015). How non-technical dimensions of service quality effects satisfaction and loyalty of costomers at gsm service sector in Georgia? International Journal of Engineering Technology and Scientific Innovation, 1(02), 150-162.
Demir, A., Talaat, K., & Aydinli, C. (2015). The relations among dimensions of service quality, satisfaction, loyalty, and willingness to pay more: Case of gsm operators service at Northern-Iraq. International Journal of Academic Research in Accounting, Finance and Management Sciences, 5(4), 146-154
de Reuver, M., Nikou, S., & Bouwman, H. (2015). The interplay of costs, trust and loyalty in a service industry in transition: The moderating effect of smartphone adoption. Telematics and Informatics, 32(4), 694-700.
Gray, E. R., & Balmer, J. M. (1998). Managing corporate image and corporate reputation. Long Range Planning, 31(5), 695-702.
Khan, M. A. (2010). An empirical assessment of service quality of cellular mobile telephone operators in Pakistan. Asian Social Science, 6(10), 164.
Kim, M. K., Park, M. C., & Jeong, D. H. (2004). The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services. Telecommunications Policy, 28(2), 145-159.
Lai, F., Griffin, M., & Babin, B. J. (2009). How quality, value, image, and satisfaction create loyalty at a Chinese telecom. Journal of Business Research, 62(10), 980-986.
Lee, J., Lee, J., & Feick, L. (2001). The impact of switching costs on the customer satisfaction-loyalty link: Mobile phone service in France. Journal of Services Marketing, 15(1), 35-48.
Negi, R., & Ketema, E. (2013). Customer-perceived relationship quality and satisfaction: A case of Ethiopian Telecommunication Corporation. African Journal of Economic and Management Studies, 4(1), 109-121.
Nwakanma, I. C., Udunwa, A. I., Anyiam, K. E., Ukwunna, E. D., & Obasi, E. C. (2018). Factors influencing telecommunication subscribers’ decision to port among network providers in Nigeria. Am J Compt Sci Inform Technol, 6(1), 15.
Oyeniyi, O., & Joachim, A. A. (2008). Customer service in the retention of mobile phone users in Nigeria. African Journal of Business Management, 2(2), 026-031.
Santouridis, I., & Trivellas, P. (2010). Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece. The TQM Journal, 22(3), 330-343.
Saaty, T. L. (1980). The analytic hierarchy process: Planning, priority setting, resources allocation. New York: McGraw.
Saaty, T. L. (1985). Decision making for leaders. IEEE Transactions on Systems, Man, and Cybernetics, (3), 450-452.
Saaty, T. L. (1989). Group decision making and the AHP. In The analytic hierarchy process. Berlin, Heidelberg: Springer, pp. 59-67
Ulucan, A. (2004). Yöneylem araştırması – işletmecilik uygulamalı bilgisayar destekli uygulama, Ankara: Siyasal Kitabevi.
International Journal of Social Sciences & Educational Studies
ISSN 2520-0968 (Online), ISSN 2409-1294 (Print), December 2018, Vol.5, No.2