Evaluation of the customer relationship quality and propensity to change mobile telephone operators
The objective of this article is to shed light on the possible relations between previous events and the customer relationship quality and loyalty and a financial result indicator (lifetime revenue) on the predisposition to change mobile telephone operators. The study was carried out with a non-probabilistic quantitative framework and relied on the hypotheticaldeductive method. The data were obtained from a survey of 493 mobile phone users and were analyzed through a structural equation and logistic regression. The results partially proved the model proposed, because of the particularities of the groups analyzed. We confirmed (directly and indirectly) the premises of a positive and significant effect between Satisfaction, Trust and Commitment and their antecedents. Satisfaction and Loyalty were distinctive elements among the groups with lower propensity to change operators. These results demonstrate some particularities of this market, where consumers perceive supply as being homogeneous, a fact that stimulates the churn rate in Brazil.
Volume (Year): 8 (2011)
Issue (Month): 4 (October)
Pages: 01 – 22
|Contact details of provider:|| Postal: |
Phone: +55 27 4009-4423
Fax: +55 27 4009-4422
Web page: http://www.bbronline.com.br/
More information through EDIRC
When requesting a correction, please mention this item's handle: RePEc:bbz:fcpbbr:v:8:y:2011:i:4:p:01-22. See general information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Sarah Lasso)
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If references are entirely missing, you can add them using this form.
If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.
Please note that corrections may take a couple of weeks to filter through the various RePEc services.