TY  - JOUR
T1  - An Integrated Model of Factors Contributing to Customer Loyalty in the Mobile Services
Industry
AU - Bahjat Shammout, Ahmad AU - F. Altabkhi, Asma AU - Zeidan, Susan 
JO  - International Business Management
VL  - 14
IS  - 10
SP  - 353
EP  - 362
PY  - 2020
DA  - 2001/08/19
SN  - 1993-5250
DO  - ibm.2020.353.362
UR  - https://makhillpublications.co/view-article.php?doi=ibm.2020.353.362
KW  - price
KW  -Service quality
KW  -innovation
KW  -perceived value
KW  -satisfaction
KW  -loyalty
KW  -mobile phone services
AB  - Mobile service providers are accelerating the
trend toward greater customer loyalty, yet, there is still a
lack of research conducted in this context, especially, in
Jordan. This study aims to fulfill this evident research gap
by empirically examining the effects of service quality,
price and innovation on customer loyalty in one integrated
model. Using a self-administered survey, data was
collected using a convenience sample of 342 students at
Jordanian Universities. SEM analysis reveals that with the
exception of service innovation, service quality and price
have a significant influence on perceived value. Perceived
value also had a positive influence on satisfaction and in
turn, satisfaction predicted user’s loyalty. The study has
major practical implications for service businesses as it
uniquely identifies variables that affect customer loyalty
of such businesses in Jordan as well as the mediating
effects in these relationships. Understanding these
relationships will help lead to effective customer loyalty
management.
ER  -