期刊名称：International Business & Economics Research Journal
印刷版ISSN：1535-0754
电子版ISSN：2157-9393
出版年度：2013
卷号：12
期号：12
页码：1631-1644
语种：English
出版社：The Clute Institute for Academic Research
摘要：In spite of the increasing research on consumer behaviour, there is a dearth of studies that have investigated the influence of mobile provider service quality in customer satisfaction regarding customer trust and loyalty in the African mobile communication context. Therefore, this study examines the relationships using a data set of 151 mobile service clients in Gauteng Province of South Africa. All the posited five hypotheses are supported. The results indicate that the relationships between mobile service quality-customer satisfaction, customer satisfaction-customer trust, customer satisfaction-customer intimacy, customer trust-customer loyalty, and customer intimacy-customer loyalty are positive in a significant way. The research paper discusses both academic and managerial implications of the results and future research directions are suggested.
关键词：Mobile Service Quality;Customer Satisfaction;Customer Trust;Customer Intimacy;Customer Loyalty;South Africa
