Conceptualizing Loyalty in the South African Mobile Telecommunications Industry

1
Krishna K Govender
Krishna K Govender
2
Simon Nicolas Morgan
Simon Nicolas Morgan
1 Regenesys Business School

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This paper explores the concept of loyaltyin the context of the South African telecommunications industry. From a theoretical investigation, it became apparent that several variables were associated with loyalty, namely, customer satisfaction, brand image, perceived quality and perceived value. Based on the theoretical arguments, a conceptual model is being proposed which depicts proposed associations between and among the aforementioned variables. As a follow up, the model should be assessed using inferential statistical techniques to analyse the data from a representative sample of customers.

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Funding

No external funding was declared for this work.

Conflict of Interest

The authors declare no conflict of interest.

Ethical Approval

No ethics committee approval was required for this article type.

Data Availability

Not applicable for this article.

Krishna K Govender. 2017. \u201cConceptualizing Loyalty in the South African Mobile Telecommunications Industry\u201d. Global Journal of Management and Business Research - E: Marketing GJMBR-E Volume 16 (GJMBR Volume 16 Issue E6): .

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Journal Specifications

Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

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GJMBR-E Classification: JEL Code: M31
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v1.2

Issue date

January 30, 2017

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English

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This paper explores the concept of loyaltyin the context of the South African telecommunications industry. From a theoretical investigation, it became apparent that several variables were associated with loyalty, namely, customer satisfaction, brand image, perceived quality and perceived value. Based on the theoretical arguments, a conceptual model is being proposed which depicts proposed associations between and among the aforementioned variables. As a follow up, the model should be assessed using inferential statistical techniques to analyse the data from a representative sample of customers.

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Conceptualizing Loyalty in the South African Mobile Telecommunications Industry

Simon Nicolas Morgan
Simon Nicolas Morgan
Krishna K Govender
Krishna K Govender Regenesys Business School

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