Loading menu…

Conceptualizing Loyalty in the South African Mobile Telecommunications Industry

§ Regenesys Business School

Send Message

To: Author

Conceptualizing Loyalty in the South African Mobile Telecommunications Industry

Article Fingerprint

ReserarchID

08G1G

Conceptualizing Loyalty in the South African Mobile Telecommunications Industry Banner

Key Research Insights

Synthesized scholarly intelligence & interactive research assistant
  • English
  • Afrikaans
  • Albanian
  • Amharic
  • Arabic
  • Armenian
  • Azerbaijani
  • Basque
  • Belarusian
  • Bengali
  • Bosnian
  • Bulgarian
  • Catalan
  • Cebuano
  • Chichewa
  • Chinese (Simplified)
  • Chinese (Traditional)
  • Corsican
  • Croatian
  • Czech
  • Danish
  • Dutch
  • Esperanto
  • Estonian
  • Filipino
  • Finnish
  • French
  • Frisian
  • Galician
  • Georgian
  • German
  • Greek
  • Gujarati
  • Haitian Creole
  • Hausa
  • Hawaiian
  • Hebrew
  • Hindi
  • Hmong
  • Hungarian
  • Icelandic
  • Igbo
  • Indonesian
  • Irish
  • Italian
  • Japanese
  • Javanese
  • Kannada
  • Kazakh
  • Khmer
  • Korean
  • Kurdish (Kurmanji)
  • Kyrgyz
  • Lao
  • Latin
  • Latvian
  • Lithuanian
  • Luxembourgish
  • Macedonian
  • Malagasy
  • Malay
  • Malayalam
  • Maltese
  • Maori
  • Marathi
  • Mongolian
  • Myanmar (Burmese)
  • Nepali
  • Norwegian
  • Pashto
  • Persian
  • Polish
  • Portuguese
  • Punjabi
  • Romanian
  • Russian
  • Samoan
  • Scots Gaelic
  • Serbian
  • Sesotho
  • Shona
  • Sindhi
  • Sinhala
  • Slovak
  • Slovenian
  • Somali
  • Spanish
  • Sundanese
  • Swahili
  • Swedish
  • Tajik
  • Tamil
  • Telugu
  • Thai
  • Turkish
  • Ukrainian
  • Urdu
  • Uzbek
  • Vietnamese
  • Welsh
  • Xhosa
  • Yiddish
  • Yoruba
  • Zulu
Reading Preferences
Font Size
Line Spacing
Background
This converted HTML version may contain rendering inconsistencies. Please refer to the PDF for the authoritative version, or click here to provide feedback.

Abstract

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.

References

27 Cites in Article
  1. 1. D. Aaker (1996). Building strong brands.
  2. 2. K. Arsal,O. Yatera (2014). South Africa: LTE rollouts, network investments and undersea cables to boost competition and revenue. South Africa: LTE rollouts, network investments and undersea cables to boost competition and revenue
  3. 3. Young Bae (2012). Three essays on the customer satisfaction-customer loyalty association.
  4. 4. S. Bandyopadhay,M. Martell (2007). Does attitudinal loyalty influence behavioral loyalty? A theoretical and empirical study. Journal of Retailing and Consumer Services, 14(1), 35-44.
  5. 5. Rosemond Boohene,Gloria Agyapong (2011). Analysis of the Antecedents of Customer Loyalty of Telecommunication Industry in Ghana: The Case of Vodafone (Ghana). International Business Research, 4(1), 229-240.
  6. 6. J. Clarke (2012). SA’s bank clients are becoming less loyal. Moneyweb. Retrieved 10 February
  7. 7. F. Craucamp (2012). Factors influencing customer retention, satisfaction and loyalty in the South African banking industry (MBA thesis). Retrieved 10 February
  8. 8. D. Dobni,G. Zinkhan (1990). In search of brand image: a foundation analysis. Advances in Consumer Research, 17, 110-119.
  9. 9. D. Goldman (2012). Phone customers ditch their carriers faster than ever. CNN Money
  10. 10. Sunil Gupta,Valarie Zeithaml (2006). Customer Metrics and Their Impact on Financial Performance. Marketing Science, 25(6), 718-739.
  11. 11. M. Hossain,N. Suchy (2013). INFLUENCE OF CUSTOMER SATISFACTION ON LOYALTY: A STUDY ON MOBILE TELECOMMUNICATION INDUSTRY. Journal of Social Sciences, 9(2), 73-80.
  12. 12. V. Kaura (2012). A link for perceived price, price fairness and customer satisfaction. Pacific Business Review International, 5(6), 45-52.
  13. 13. K. Keller,P. Kotler (2009). Marketing management.
  14. 14. K. Keller (2008). Strategic brand management.
  15. 15. B. Khan (2009). Consumers and their brands: Deciphering dimensions of loyalty. International Journal of Business Insights & Transformation, 2(1), 84-92.
  16. 16. N. Mawson (2014). MTN losing out in market share war. ITWeb Africa
  17. 17. N. Nawaz,A. Usman (2011). What makes customers brand loyal: A study on the telecommunication sector of Pakistan. International Journal of Business and Social Science, 2(2), 213-221.
  18. 18. Richard Oliver (1999). Satisfaction: A Behavioral Perspective on the Consumer.
  19. 19. G. Onyacha (2013). The impact of bank brand image on customer satisfaction and loyalty: A case of kenya commercial bank. European Journal of Business and Management
  20. 20. Jenni Romaniuk,Magda Nenycz-Thiel (2013). Behavioral brand loyalty and consumer brand associations. Journal of Business Research, 66(1), 67-72.
  21. 21. Ilias Santouridis,Panagiotis Trivellas (2010). Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece. The TQM Journal, 22(3), 330-343.
  22. 22. S. Sondoh,M. Wan Omar,N. Abdul Wahid,I. Ismail,A. Harun (2007). The effect of brand image on overall satisfaction and loyalty intention in the context of color cosmetic. Asian Academy of Management Journal, 12(1), 83-107.
  23. 23. H. Tarrant (2013). Is Cell C taking market share? Moneyweb. Moneyweb. Retrieved 10 February
  24. 24. R. Virvilaite (2008). Development of Marketing Science and Studies in Lithuania. Engineering Economics, 59(4), 76-84.
  25. 25. Amy Wong,Lianxi Zhou (2006). Determinants and Outcomes of Relationship Quality. Journal of International Consumer Marketing, 18(3), 81-105.
  26. 26. S. Worthington,R. Russell-Bennett,C. Hartel (2009). A tri-dimensional approach for auditing brand loyalty. Journal of Brand Management, 17(4), 243-253.
  27. 27. Valarie Zeithaml (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52(3), 2-22.

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.

How to Cite This Article

Krishna K Govender. 2017. "Conceptualizing Loyalty in the South African Mobile Telecommunications Industry". Global Journal of Management and Business Research - E: Marketing GJMBR-E Volume 16 (GJMBR Volume 16 Issue 40 (E6)).

More Citation Formats

Download Citation

Journal Specifications

Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

Keywords
Classification
GJMBR-E Classification JEL Code: M31
Version of record
v1.2

Issue date
November 28, 2016

Language
English
Order Article Reprint
Experience in AR

Explore published articles in an immersive Augmented Reality environment. Our platform converts research papers into interactive 3D books, allowing readers to view and interact with content using AR and VR compatible devices.

Read in 3D

Your published article is automatically converted into a realistic 3D book. Flip through pages and read research papers in a more engaging and interactive format.

Article Matrices
Total Views: 933
Total Downloads: 79
All Trends

Request Access

Please fill out the form below to request access to this research paper. Your request will be reviewed by the editorial or author team.
X

This is the heading

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.

High-quality academic research articles on global topics and journals.

Conceptualizing Loyalty in the South African Mobile Telecommunications Industry

Krishna Govender
Krishna Govender Regenesys Business School