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The impact of overall service quality on perceived value, customer satisfaction and customer retention : the case of vodafone Egypt
المؤلف
المصدر
[The Journal of Business Research]
العدد
المجلد 41، العدد 1 (31 مارس/آذار 2019)، ص ص. 0-65، 66ص.
الناشر
تاريخ النشر
2019-03-31
دولة النشر
مصر
عدد الصفحات
66
التخصصات الرئيسية
الموضوعات
الملخص EN
The present study examines the relationships between service quality, perceived value, customer satisfaction, and customer retention empirically in the telecommunication sector in Egypt, as based on a survey of the consumers of Vodafone Company in Egypt.
The research findings provide evidences to suggest that overall service quality have the positive effect on perceived value, customer satisfaction and customer retention moreover, perceived value mediates the relationship between overall service quality and customer retention.
Moreover customer satisfaction has not been mediates the relationship between overall service quality and customer retention. This is in addition to address that perceived value will mediates the relationship between the overall service quality and customer retention.
The overall service quality will provide greater importance, which will then lead building sustainable competitive advantage.
Service quality conditions influences a firms competitive advantage by retaining customer.
Finally, based on the research findings it could be argued that organizations are required to consider the relationship between overall service quality, perceived value, customer satisfaction and customer retention in the formulation, Developing and maintaining of their retention strategies.
نمط استشهاد جمعية علماء النفس الأمريكية (APA)
Hijazi, Najla. 2019. The impact of overall service quality on perceived value, customer satisfaction and customer retention : the case of vodafone Egypt. [The Journal of Business Research]،Vol. 41, no. 1, pp.0-65.
https://search.emarefa.net/detail/BIM-1091794
نمط استشهاد الجمعية الأمريكية للغات الحديثة (MLA)
Hijazi, Najla. The impact of overall service quality on perceived value, customer satisfaction and customer retention : the case of vodafone Egypt. [The Journal of Business Research] Vol. 41, no. 1 (2019), pp.0-65.
https://search.emarefa.net/detail/BIM-1091794
نمط استشهاد الجمعية الطبية الأمريكية (AMA)
Hijazi, Najla. The impact of overall service quality on perceived value, customer satisfaction and customer retention : the case of vodafone Egypt. [The Journal of Business Research]. 2019. Vol. 41, no. 1, pp.0-65.
https://search.emarefa.net/detail/BIM-1091794
نوع البيانات
مقالات
لغة النص
الإنجليزية
الملاحظات
-
رقم السجل
BIM-1091794
قاعدة معامل التأثير والاستشهادات المرجعية العربي "ارسيف Arcif"
أضخم قاعدة بيانات عربية للاستشهادات المرجعية للمجلات العلمية المحكمة الصادرة في العالم العربي
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تقوم هذه الخدمة بالتحقق من التشابه أو الانتحال في الأبحاث والمقالات العلمية والأطروحات الجامعية والكتب والأبحاث باللغة العربية، وتحديد درجة التشابه أو أصالة الأعمال البحثية وحماية ملكيتها الفكرية. تعرف اكثر
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