IDEAS home Printed from https://ideas.repec.org/a/nax/conyad/v58y2013i3p39-63.html
   My bibliography  Save this article

Atributos de calidad del servicio de la telefonía móvil para clientes mexicanos y su impacto en la satisfacción y en la lealtad hacia la marca

Author

Listed:
  • Vera Martínez Jorge

    (Tecnológico de Monterrey)

Abstract

El objetivo de este estudio consiste en determinar los atributos relevantes de la calidad en el servicio de la telefonía móvil para clientes en México; asimismo, conocer su impacto tanto en la satisfacción como en la lealtad hacia la marca. En las hipótesis presentadas se plantea una relación directa entre atributos y satisfacción, atributos y lealtad, así como entre satisfacción y lealtad; para ello se parte de la idea de que los atributos son un antecedente de la satisfacción y que, a su vez, esta última es un antecedente de la lealtad. El estudio se divide en dos fases: en una primera fase cualitativa, con entrevistas a profundidad, se aislaron trece atributos relevantes de calidad en el servicio; en una segunda fase, de tipo cuantitativa, se contrastan empíricamente estos atributos con variables de satisfacción y de lealtad. En los resultados se encontró que sólo seis atributos de calidad en el servicio se relacionan estadísticamente tanto con satisfacción como con lealtad, con lo que se corrobora cierta relación entre satisfacción y lealtad. Finalmente, se concluye que son dos atributos los más relevantes para el logro de satisfacción y lealtad: el precio accesible por minuto y la empatía mostrada por parte del personal hacia el cliente.

Suggested Citation

  • Vera Martínez Jorge, 2013. "Atributos de calidad del servicio de la telefonía móvil para clientes mexicanos y su impacto en la satisfacción y en la lealtad hacia la marca," Contaduría y Administración, Accounting and Management, vol. 58(3), pages 39-63, julio-sep.
    • Handle: RePEc:nax:conyad:v:58:y:2013:i:3:p:39-63
    as

    Download full text from publisher

    File URL: http://www.cya.unam.mx/index.php/cya/article/view/124
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Pei Chao, 2008. "Exploring the nature of the relationships between service quality and customer loyalty: an attribute-level analysis," The Service Industries Journal, Taylor & Francis Journals, vol. 28(1), pages 95-116, January.
    2. Muhammad, Shahbaz & Muhammad, Nasir Malik & Muhammad, Shahbaz Shabbir, 2011. "Does economic growth cause terrorism in Pakistan?," MPRA Paper 35101, University Library of Munich, Germany, revised 30 Nov 2011.
    3. Dhar, Ravi & Nowlis, Stephen M & Sherman, Steven J, 1999. "Comparison Effects on Preference Construction," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 26(3), pages 293-306, December.
    4. Westbrook, Robert A, 1980. "Intrapersonal Affective Influences on Consumer Satisfaction with Products," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 7(1), pages 49-54, June.
    5. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
    6. Spiros Gounaris, 2005. "An alternative measure for assessing perceived quality of software house services," The Service Industries Journal, Taylor & Francis Journals, vol. 25(6), pages 803-823, September.
    7. Ayee, Joseph & Soreide, Tina & Shukla, G. P. & Le, Tuan Minh, 2011. "Political economy of the mining sector in Ghana," Policy Research Working Paper Series 5730, The World Bank.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Vera Martínez Jorge & Espinosa Mascarúa Marco Tulio, 2014. "Atributos relevantes de calidad en el servicio y su influencia hacia la lealtad de la marca en la industria aseguradora de automóviles en México," Contaduría y Administración, Accounting and Management, vol. 59(3), pages 285-306, julio-sep.
    2. Xu, Xun, 2020. "Examining an asymmetric effect between online customer reviews emphasis and overall satisfaction determinants," Journal of Business Research, Elsevier, vol. 106(C), pages 196-210.
    3. Maxham, James III, 2001. "Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions," Journal of Business Research, Elsevier, vol. 54(1), pages 11-24, October.
    4. Vera, Jorge & Trujillo, Andrea, 2013. "Service quality dimensions and superior customer perceived value in retail banks: An empirical study on Mexican consumers," Journal of Retailing and Consumer Services, Elsevier, vol. 20(6), pages 579-586.
    5. Mukhopadhyay, Soumya & Chung, Tuck Siong, 2016. "Preference instability, consumption and online rating behavior," International Journal of Research in Marketing, Elsevier, vol. 33(3), pages 624-638.
    6. Kim, Joon Ho & Kang, Kyung Ho, 2018. "The effect of promotion on gaming revenue: A study of the US casino industry," Tourism Management, Elsevier, vol. 65(C), pages 317-326.
    7. Severin Oesterle & Arne Buchwald & Nils Urbach, 2022. "Investigating the co-creation of IT consulting service value: empirical findings of a matched pair analysis," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(2), pages 571-597, June.
    8. Brady, Michael K. & Robertson, Christopher J. & Cronin, J. Joseph, 2001. "Managing behavioral intentions in diverse cultural environments: an investigation of service quality, service value, and satisfaction for American and Ecuadorian fast-food customers," Journal of International Management, Elsevier, vol. 7(2), pages 129-149.
    9. Tae-Seung Park & Jun-Su Kim & Jiyoun Kim, 2021. "The Impact of Perceived Hapkido Service Quality on Exercise Continuation and Recommendation Intentions, with a Focus on Korean Middle and High School Students," Sustainability, MDPI, vol. 13(6), pages 1-10, March.
    10. Claudia ICONARU, 2012. "Modeling The Key Role Of Overall Satisfaction With The Online Buying Process In Determinig Behavioral Loyalty Intentions," Review of Economic and Business Studies, Alexandru Ioan Cuza University, Faculty of Economics and Business Administration, issue 9, pages 75-92, June.
    11. Taryn Renatta De Mendonca & Yan Zhou, 2019. "Environmental Performance, Customer Satisfaction, and Profitability: A Study among Large U.S. Companies," Sustainability, MDPI, vol. 11(19), pages 1-15, September.
    12. repec:dgr:rugsom:04f04 is not listed on IDEAS
    13. Sang-June Park & Youjae Yi, 2016. "Performance-only measures vs. performance-expectation measures of service quality," The Service Industries Journal, Taylor & Francis Journals, vol. 36(15-16), pages 741-756, December.
    14. Moslehpour, Massoud & Lin, Yi Hsin & Nguyen, Thi Le Huyen, 2017. "Top purchase intention priorities of Vietnamese LCC passengers: Expectations and satisfaction," MPRA Paper 81635, University Library of Munich, Germany.
    15. Scott E. Sampson, 2008. "OR PRACTICE---Optimization of Vacation Timeshare Scheduling," Operations Research, INFORMS, vol. 56(5), pages 1079-1088, October.
    16. Maria Abdul Rahman* & Yusniza Kamarulzaman, 2018. "The Mediating Effect of Satisfaction on Customer Loyalty in Oursourcing Relationships and its Determinants," The Journal of Social Sciences Research, Academic Research Publishing Group, pages 1062-1074:6.
    17. Yürük, Pınar & Akyol, Ayşe & Şimşek, Gülhayat Gölbaşı, 2017. "Analyzing the effects of social impacts of events on satisfaction and loyalty," Tourism Management, Elsevier, vol. 60(C), pages 367-378.
    18. Lo, Ada & Qu, Hailin, 2015. "A theoretical model of the impact of a bundle of determinants on tourists’ visiting and shopping intentions: A case of mainland Chinese tourists," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 231-243.
    19. Anita Ciunova-Shuleska & Nikolina Palamidovska & Marija Grishin, 2013. "An empirical assessment of service quality in the context of travel agencies in the Republic of Macedonia," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 25(1), pages 21-36.
    20. Babin, Barry J. & Griffin, Mitch, 1998. "The nature of satisfaction: An updated examination and analysis," Journal of Business Research, Elsevier, vol. 41(2), pages 127-136, February.
    21. William Jen & Kai-Chieh Hu, 2003. "Application of perceived value model to identify factors affecting passengers' repurchase intentions on city bus: A case of the Taipei metropolitan area," Transportation, Springer, vol. 30(3), pages 307-327, August.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:nax:conyad:v:58:y:2013:i:3:p:39-63. See general information about how to correct material in RePEc.

    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 CitEc recognized a bibliographic reference but did not link an item in RePEc 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 RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Alberto García-Narvaez (Technical Editor) (email available below). General contact details of provider: https://edirc.repec.org/data/fcunamx.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.